On March 27, Industrial Bank Co., Ltd. held its 2025 performance briefing. Vice President Zhang Min stated that the bank must adhere to long-term retail system development.
Zhang Min explained that in 2024, the bank conducted pilot programs at 13 key retail branches. In 2025, it will formally promote the comprehensive rollout of retail system development from individual points to broader coverage, expanding from 13 pilot branches to 44 domestic branches. Simultaneously, the bank will shift its business focus from operations to management, integrating both physical and digital banking sectors. Core efforts will advance retail wholesale development, with systematic progress across six key areas:
At the organizational level, the foundational structure of the retail middle office at branches has largely taken shape, significantly enhancing its ability to support front-line business operations.
In terms of team management, continuous optimization of the retail management team has further clarified roles and responsibilities, leading to a notable increase in staff productivity.
Regarding customer management, the bank has deepened its stratified and categorized approach to retail clients, improving upward customer referral mechanisms. Both existing client management and new customer acquisition have achieved positive results.
In coordination mechanisms, synergies such as public-private collaboration, parent-subsidiary integration, domestic-international linkage, and dual-card cooperation have gradually emerged. Breakthroughs have been made in payroll services, capital market operations, and cross-border business collaborations.
For physical branch development, the bank is accelerating the integration of branch hall services, with the standardized V3.0 branch construction being implemented in an orderly manner. This has preliminarily transformed branch functions from small-scale operations centered on account transactions to large-scale operations focused on customer service.
In digital banking, the bank has established an efficient digital operation system spanning headquarters and branches, promoting smart retail management and decision-making projects group-wide. It is also accelerating the deployment and application of artificial intelligence in the retail sector.
Zhang Min indicated that future retail system development will continue to prioritize quality improvement, driving the transformation of retail business from scale expansion to value creation. Key tasks include enhancing the operational and managerial capabilities of the retail middle office, refining the headquarters-branch model for retail lending and dual-driven credit card operations, and strengthening data empowerment. Additionally, the bank will pursue ISO 10002 international certification for complaint management systems, benchmarking against global standards to comprehensively elevate service quality and management levels across the organization.
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