증권사 지점영업직원의 핵심역량에 관한 연구 = (A) study on the core competency of sales representatives at securities branches

다국어 초록 (Multilingual Abstract)

This study aims to identify core competences required for sales representatives at securities branches in the field of business, to analyze differences in the competence according to factors such as gender and work experience, and ultimately to contribute to the systematic human resource management of sales representatives at securities coorperation branches.For these purposes, we reviewed the meanings and concepts of human resource management and theories on competences and competence modeling, and conducted a questionnaire survey to diagnose the competences by position and by job category. The survey tool was designed to measure the importance of competences in performing roles according to the position of sales representatives at stock company branches sales representatives, the importance of competences by business process necessary in job category, and current performance.From the results of the survey conclusions were drawn as follows. First, as for core competences by the position of sales representatives at securities coorperation, clerks were supposed to execute practical works, collect information, refresh the atmosphere, and raise problems. The importance of competence was high in order of practical work performance, information collection, atmosphere refreshing, and problem raising. Deputy managers were supposed to be a communicator, the leader of changes, an expert in practical works and the leader of junior clerks in order of importance. Vice-directors and section chiefs were supposed to be a pinch hitter of the department head, a strategy/tactic maker, a coordinator with outsiders and an expert in business, and were supposed to be a trainer of the subordinate staff, a goal manager, a teamwork manager and a problem solver in order of importance.Second, core competences by the job category (AM/BK) of sales representatives at securities coorperations were, for the asset manager group, finding investment customers, contacting customers and identifying their needs, forming portfolio, giving consulting to customers and managing customers, and for consignment sales representative group, finding potential customers, contacting and attracting customers, giving consulting to customers, operating assets, and executing post management. In addition, differences in importance and performance were observed in each job category.Third, the importance and current performance of core competences were different according to sales representatives’ work experience and gender in each job category. Particularly in the asset manager group, women’s performance appeared higher, and in the consignment sales representative group, men’s performance appeared higher.If the Capital Market Unification Act (a law on financial investment business and the capital market) is enforced in 2008, “a financial big bang” will start, which is expected to overturn the frame of the domestic financial industry completely and bring cataclysmic changes throughout the money market. In the middle of the change is stock exchange business. Some people raise the possibility that stock companies will be dismissed from the market except a few major competitive ones. In the worst case, the domestic financial market may be devastated by foreign investment banks armed with advanced financial techniques and products. At such a crucial turning point, stock companies should cope with the situation actively through establishing advanced human resource management system and raising/securing various kinds of financial experts. Moreover, in addition to the core competences of sales representatives at securities branches identified in this research, we need to make research on core competences necessary in headquarters business, headquarters management, IT, research, branch operation, etc., and execute competence-based human resource management (CBHRM) throughout all job categories at securities.

국문 초록 (Abstract)

본 연구는 증권회사 지점 영업직원들이 영업 현장에서 갖추어야 할 중요한 역량에는 어떠한 것이 있으며, 그 역량이 성별, 근속년수(경력)별 요인들에 따라 어떠한 차이를 보이는가에 대한 비교분석을 통하여 증권사 지점 영업직원의 체계적인 인적자원 관리에 기여할 수 있는 방안을 모색했다.연구의 목적을 달성하기 위해 인적자원관리에 대한 의의 및 개념, 역량 및 역량 모델링에 관한 이론들을 고찰한 후 연구과제를 해결하기 위해 전직급별, 직무군별 역량진단 설문조사를 실시하였다. 설문 조사 도구는 증권사 지점 영업직원의 직급에 따른 역할수행에 가장 중요한 역량순위와 영업직원의 직무군에 따른 업무수행에 필요한 영업 프로세스 별 역량의 중요도와 현재 행동하고 있는 수행도를 구분하여 설정하였다.본 연구의 결론은 다음과 같았다. 첫째, 증권사 영업직원의 직급별 핵심역량과 중요도의 인식정도는 사원 급은 실무담당자, 문제제기자, 정보 수집자, 분위기메이커의 역량 순, 대리급은 커뮤니케이터, 변화주도자, 실무전문가, 후배지도자의 역량 순, 차(과)장급은 부서장 대행, 전략/전술 기획자, 대외 조정자, 직무전문가의 역량 순, 부(서)장급은 부하 육성자, 목표 관리자, 팀웍 관리자, 문제 해결자의 역량 순으로 나타났다둘째, 증권사 영업직원의 직무군(AM/BK)별 핵심역량은 자산관리영업직군(AM)의 경우 투자고객선정, 고객접촉 및 니즈(needs)파악, 포트폴리오구성, 고객상담, 고객관리 역량이고, 위탁영업직군(BK)의 경우는 가망고객발굴, 고객접근 및 유인, 고객상담, 자산운용, 사후관리 역량으로 나타났다. 그리고 핵심역량의 중요도에 대한 인식과 현재 수행하고 있는 수행도 간에는 각 직무군별로 유의미한 차이가 있는 것으로 확인되었다.셋째, 영업직원의 근속년수(경력)별, 성별에 따른 직무군별 핵심역량의 중요도와 현재 수행도간에 각 역량 항목별로 유의미한 차이가 있는 것으로 확인되었다. 특히, 자산관리영업직군(AM)에서는 여성직원의 수행도가 높은 것으로 나타났고, 위탁영업직군(BK)에서는 남성직원의 수행도가 높은 것으로 나타났다.본 연구의 결과로 도출된 증권회사 지점영업직원의 핵심역량뿐 아리라 다른 직군, 예를 들면 본사영업, 본사관리, IT, 리서치, 지점업무직군 등에 대한 핵심역량 연구가 시도되어 증권사 전직군에 걸쳐 체계적인 역량 기반 인적자원관리(CBHRM)가 이루어져야 할 것이다.