Análise dos fatores que influenciam o desempenho dos gerentes de relacionamento em um banco privado brasileiro

Abstract

The present research aimed to verify the main factors that influence relationship managers’ performance in the brazilian banking private sector. Based upon previous studies, there were listed as possible factors that influence the performance of bank managers: reduction of interest conflict, empowerment, reduction of complexity, concessions, performing the service correctly at the first time, relationship, conservatism, migration for automated services, training and experience in finances area. Given the importance of the private sector in this segment, which among the six major institutions, manage R$ 4 trillion in assets, this study investigated factors that create performance and sought for the impact of its relations with the variables: profitability, default and attitudinal performance. The banking institution, which was the object of this study, is 100% national capital and operates among the market banking leaders, with more than 5.000 branches and 100.000 employees. The survey was made by sending questionnaires, in which 288 managers located in the state of Rio Grande do Sul answered questions regarding the constructs. The results pointed that seven out of ten constructs had the influence in the managers’ performance: interest conflict, concessions, performing the service correctly at the first time, the use of empowerment, conservatism, migration for automated services and training. For this present study, it was, therefore, possible to describe a particular model and make a comparison with the previous model, based on the same constructs, however, in the banking context of mixed economy.