中国建设银行公布2009年度经营业绩
服务大局促发展 稳健经营创佳绩
2010年3月28日，中国建设银行股份有限公司（以下简称建行）发布了2009年度经营业绩报告。2009年，在国际金融危机蔓延、国内经济发展极为困难的形势下，建行认真贯彻国家宏观经济政策，坚持积极审慎的经营方针，科学统筹业务发展、风险防范和结构调整，取得了好于预期的经营业绩，出色地完成了全年经营目标。
行长张建国表示：“在过去的一年里，建行以改革创新精神服务国家经济发展大局，坚持积极审慎的经营方针，始终牢牢把握住风险控制的主动权，在复杂的经营环境中赢得了市场先机，各项业务扎实稳步推进，为未来的可持续发展奠定了坚实基础。”
经营规模再创新高
发展质量稳步提升
2009年，在国家实施应对国际金融危机一揽子计划的大背景下，建行结合自身发展战略，加大对经济和民生领域的金融支持力度，存贷款新增创历史新高，资产规模持续增长。截至2009年12月31日，建行资产总额为96,233.55亿元（以下数据除特别注明外均按国际财务报告准则计算，为本集团数据，币种为人民币），较上年末增长27.37%，其中客户贷款和垫款净额为46,929.47亿元，较上年末增长27.40%；负债总额为90,643.35亿元，较上年末增长27.88%，其中客户存款增长25.49%至80,013.23亿元。
建行注重提高业务发展质量和效益，获得了良好的业绩回报。全年实现税前利润1,387.25亿元，较上年增长15.85%，净利润首破千亿元,达1,068.36亿元，增长15.32%，超额完成全年利润计划。虽然受存贷款基准利率下调及市场利率下行等因素影响，净利息收益率比上年同期下降0.83个百分点至2.41%，但通过创新产品、拓展市场及
1 优化投资交易策略，非利息收入实现了28.11%的增长，其中手续费及佣金净收入增长25.00%至480.59亿元，保证了全行经营收入与上年基本持平。平均资产回报率、平均股东权益回报率分别为1.24%和20.87%，在国际大型商业银行中位于前列。
资产质量持续改善，不良贷款率降至1.50%，较上年末下降0.71个百分点；风险抵御能力进一步增强。减值准备对不良贷款比率提至175.77%，较上年末提高44.19个百分点；资本充足率为11.70%，核心资本充足率为9.31%，均符合管理目标。全行严控成本管理，经营费用增幅为2005年上市以来最低水平，员工成本增幅低于税前利润和净利润的增幅。
稳健经营和持续发展的成果，进一步提升了建行的形象和品牌价值。在英国《银行家》“全球商业银行品牌十强”中，建行位居第二位，列中资银行之首；被英国《欧洲货币》、香港《亚洲货币》评为“中国最佳银行”。
服务经济社会大局
信贷投放适度均衡
2009年，建行按照国家决策部署，主动将服务经济社会发展大局与调整信贷结构相结合，加大对关系国计民生领域和项目的信贷支持力度，客户贷款和垫款总额较上年增加10,258.30亿元，为实体经济和民生改善输送了急需的资金“血液”。其中,向符合国家信贷导向的14个信贷重点投放领域全年投放贷款5,763亿元，占同期新投放对公贷款的20.41%；参与支持国家四万亿投资项目446个，十大振兴产业贷款新增1,451亿元，占全行对公贷款新增的22.3%。投向基础设施行业领域的贷款为15,398.98亿元，新增额在公司类贷款新增额中的占比达到53.12%。特别是2009年前2个月在经济处于最低谷、企业最急需资金时，建行根据此前储备优质项目的情况，及时投放了3,582亿元贷款用于基础设施和重点项目建设，随后就主动调整投放节奏，恢复到稳定常态速度上来，赢得了市场先机和风险控制主动权。
小企业、“三农”和民生领域是建行信贷投放重点之一。建行小企业
2 业务实现了跨越式增长，小企业授信客户新增近万家，小企业贷款增幅达47.10%，高于公司类贷款平均增幅 22.51个百分点，新增贷款大部分集中在中小企业经济发达的长三角、珠三角和环渤海地区。组建“信贷工厂”模式操作的小企业经营中心已达140家，联贷联保、法人账户透支、小额无抵押贷款以及“e贷通”网络银行等产品服务日益丰富，探索解决小企业“融资难”问题有了初步成效。涉农贷款新增1,630.96亿元，比上年增长38.25%；在新疆、黑龙江、吉林等地推广小额农户贷款新模式，帮助当地提高农业生产科学化、集约化水平；新设和筹建村镇银行7家，“三农”服务进一步向广大县城和村镇延伸。教育、卫生等重点民生领域贷款余额达1,904.12亿元，增幅达48.56%，远高于公司类贷款平均增幅。个人消费贷款较上年增加36.87亿元，增幅为4.92%。个人住房贷款较上年增加2,493.84亿元，增幅为41.35%；其中，着力支持居民保障性住房需求，累计与地方政府主管部门签署保障性住房合作协议52个，支持经济适用房和限价房项目506个，为12.2万户居民发放保障房商业按揭和公积金贷款208亿元。
面对信贷资金快速增长的市场环境，建行在控制总量的前提下，按照国家产业政策和市场情况调整资源配置，合理把握信贷投放的节奏和力度，既保证了全年信贷投放的均衡性和平稳性，又以信贷结构调整促进国家产业结构优化升级。全年贷款增速低于同业平均，贷款新增额在四行中最少，但信贷投放的均衡性、平稳性却高于同业平均水平。重点调控“两高一剩”行业、房地产业，相关贷款余额占比分别比年初下降了2.8
9、1.24个百分点；全年主动退出公司类贷款767亿元。客户结构进一步优化，内部评级A级及以上客户贷款余额占比达到91.98%，较上年提高2.64个百分点。
转变业务发展方式
中间业务快速增长
2009年，建行积极适应经济形势和金融市场变化，加大自主创新和研发力度，拓展新兴业务，培育新的利润增长点，在实现利润目标的同时，为长远发展打下稳固的基础。全行完成产品创新313项,创建
3 业内首家产品创新实验室。建行推出一批新兴业务，为客户“雪中送炭”:针对深受国际金融危机冲击和影响的外贸企业，设计出“内贸通”系列产品和服务，涵盖国际贸易融资、供应链融资和人民币结算，为近千家外贸企业客户融资余额超过150亿元；针对民生领域建设，推出了面向教育、医疗、社保、环保领域的“民本通达”综合金融服务方案，包括优化全日制高校银行负债和结构，使6,600万人的养老金在全国范围内自由领取等。此外，顺应市场的保理预付款、并购贷款、网络银行贷款等其他新兴贷款业务也快速增长。
在传统生息业务受到严峻挑战的情况下，建行中间业务有了强劲增长。全年实现手续费及佣金净收入480.59亿元，手续费及佣金净收入对经营收入比率达17.84%。财务顾问、债务融资工具承销、理财等业务开展活跃，带动全行境内外投资银行业务收入较上年增长48.22%；银团贷款、国内保理等业务收入分别实现了116%、300%的高速增长；企业年金个人账户达192.54万户，较上年增长194.04%；独具同业优势的造价咨询业务，实现收入同比增长106%；证券投资基金新获批53只，新托管47只，均为同业第一；证券投资基金托管资产净值6,421亿元，成为大型国有商业银行中唯一一家市场占比持续提高的托管银行。
银行卡业务发展迅速，运行效率大幅提高。借记卡发卡总量达2.52亿张，消费交易额为7,906.63亿元，较上年同期增长77.24%，实现手续费收入45.36亿元，较上年增长14.76%；理财卡发卡总量达489.50万张，较上年末新增122.54万张。信用卡业务持续健康发展，累计客户2,024万户，累计发卡量增至2,424万张，新增553万张，全年消费交易额增至2,927.81亿元，贷款余额达363.32亿元，资产质量保持良好，累计客户、交易额、贷款新增、资产质量四项指标均居同业首位。
4 优化服务资源配置
客户服务再上水平
2009年，建行深入推进“以客户为中心”的理念机制建设，充分了解客户关切，满足客户需要，进一步完善专业化、差别化的客户服务体系，服务效率和质量有了新的提升。零售网点已基本实现从交易核算为主导向营销服务为主导的功能转型，大大增加了柜员与客户交流的时间，转型后网点交易效率提高近39%，客户平均等候时间下降40.86%。目前，针对提高理财中心客户服务质量的第二代网点转型项目正稳步推进。同时，继续强化自助和电子渠道建设，投入运营的自助银行增至8,128家；自动柜员机（ATM）较上年末增长12.93%达36,021台，居全球银行业前列。个人网上银行客户数达到3,959万户，较上年增加1,268万户，个人网上银行交易额 3.01万亿元，较上年增长118％；在线手机银行实现跨越式发展，客户数达到1,428万户，较上年增加935万户。电子银行与柜面交易量之比达到74.89%。
在细分客户、细分市场的基础上，建行新建小企业信贷、财富管理、投资银行、企业年金中心等各类专业化经营机构928个；大型企业客户集中经营格局逐步形成，更多资源被释放投向中小企业客户服务。为减少管理层级、提高管理效能，建行平稳推进机构扁平化改革，100个中心城市分行中绝大部分由以前的三级变为现在的两级或两级半管理，三分之一取消了综合型支行设置，一半以上实现了零售网点直管。新组建了一大批从事市场营销、产品开发、后台管理等业务的专业化团队。
建行服务质量有了明显提升。2009年下半年，针对营业网点服务质量的定期“神秘人”调查得分93.5分，较上年同期高出2.1分。独立第三方机构的调查显示，建行的个人客户满意度为63.9%，比上年提升2.2个百分点，高出同业平均水平3.5个百分点。综合客户服务水平的提高带动了业务发展，建行当年储蓄存款增速、网均在国内大型银行中均为第一。
2009年是建行海外机构网络布局获得突破的一年。伦敦子银行、纽约分行相继开业，使建行在国际主要金融中心的海外机构布局基本
5 完成。胡志明市分行也获得当地监管机构批准。建行位于香港的全资子公司建行亚洲收购美国国际信贷（香港）有限公司，从而在港澳地区拥有信用卡业务平台，完善了港澳地区业务布局。截至2009年12月31日，建行海外机构资产总额增至2,344.60亿元，较上年增长92.82%。
实施精细化管理
风险内控能力增强
2009年，建行坚持以效益为中心，以市场为导向，不断提高风险管控水平与业务精细化运作能力。推进贷前平行作业集约化和专业化管理，规范贷后平行作业操作流程，完善平行作业机制。进一步细分行业，将十几个行业门类细分到90多个行业大类，业务经营方向目标更清晰。坚持行业的限额管理和名单制管理，对“两高一剩”的16个行业全部实现了名单制管理。同时，将海外分行纳入全行风险管理统一框架，进一步完善海外机构风险管控机制。
以实施新资本协议为契机，建行规划设计了完整的风险管理应用架构，逐步夯实风险管理数据基础，推进风险计量工具的建设和运用，持续优化对公评级模型及零售评分卡系统，扎实推进全面风险管理体系建设，提升核心竞争力。风险管理的专业化、精细化水平显著提升，更好地契合全行战略转型、业务发展和风险控制的需要。
建行密切跟踪政策和市场变化，针对新的风险苗头果断采取应对措施。当市场上出现对政府融资平台贷款超常增长时，建行及时出台措施加强管理，停止对县级政府融资平台客户贷款投放，严控对财力弱的地方政府融资平台提供信贷支持，控制政府融资平台贷款增长。建行明确对不计成本竞拍“地王”、圈地不建的开发商不予贷款。此外，加强衍生产品交易风险控制，风险敞口不断压缩。
加强员工民主管理
全面履行企业公民责任
2009年，建行在完善民主管理、创建和谐企业方面取得新的进展。广大员工通过职工代表大会制度参与企业管理，全行各级分支机构已
6 成立职代会1,760个，召开大会2,029次，审议涉及员工切身利益的规章制度和重大事项。从优化业务流程入手，通过完成柜面业务前后台分离和后台集中改革，在提高整体服务水平的同时，降低了柜员操作的复杂程度，有效地减轻了一线员工的工作强度和压力。
建行视员工为最宝贵资源，为他们成长提供广阔平台。健全管理、专业技术和经办岗位职务序列体系，为员工开辟了多条职业发展通道。同时，全年共举办境内外各类培训24,486期，培训131万人次，分别比去年同期增长10.67%、27.16%。在压缩其它经费开支的情况下，员工培训投入持续增加。近期调研结果表明，建行员工总体满意度达到94%。
在经营业绩稳步提升的同时，建行还不忘积极履行企业公民责任。全年共实施了13个与社会公益相关的项目，投入总金额约7,274万元人民币。其中，捐款6,000万元人民币，设立了“中国建设银行少数民族大学生成才计划奖（助）学金”，将连续五年在内蒙古、新疆、西藏、广西、宁夏等16个少数民族相对集中聚居的省、自治区内，资助品学兼优的少数民族贫困大学生。2009年，建行被国内《银行家》杂志评为“最佳履行社会责任银行”，被中国红十字基金会授予“改革开放三十年·最具责任感企业奖”。
董事长郭树清表示：“2010年，建行的改革发展仍会面临困难与挑战。我们将继续贯彻落实科学发展观，加大支持服务经济结构调整和小企业、三农、民生领域发展力度，坚持稳健经营策略，继续强化风险管控，进一步提升经营管理的专业化和精细化水平，力争创造更好的业绩。”
7 公司简介：
中国建设银行股份有限公司（以下简称建行）在中国拥有长期的经营历史，其前身中国人民建设银行于1954年成立， 1996年更名为中国建设银行。中国建设银行股份有限公司由原中国建设银行于2004年9月分立而成立，继承了原中国建设银行的商业银行业务及相关的资产和负债。建行总部设在北京。截至2009年12月31日，建行在中国内地设有分支机构13,384家，在香港、新加坡、法兰克福、约翰内斯堡、东京、首尔、纽约设有分行，在悉尼设有代表处，拥有建行亚洲、建银国际、建行伦敦、建信基金、建信金融租赁、建信信托等多家子公司，拥有员工约30万人，为客户提供全面的金融服务。
建行于2005年10月在香港联合交易所挂牌上市（股票代码939），于2007年9月在上海证券交易所挂牌上市（股票代码601939）。截至2009年12月31日，建行市值约2,014亿美元，居全球上市银行第2位。
8 China Construction Bank Announces 2009 Annual Operating Results
Promoting development for the greater good Delivering outstanding results from prudent operation
28 March 2010 - China Construction Bank Corporation (“CCB” or “the Bank”) released its 2009 annual operating results today.In 2009, at a time when the global financial crisis was spreading around the world and domestic economic development was extremely difficult, CCB earnestly implemented national macroeconomic policies; relentlely pursued a proactive yet prudent operational strategy; and scientifically coordinated its busine development, risk prevention and structural adjustment tasks.The Bank subsequently achieved better than expected operating results and attained its annual busine objectives outstandingly.
Zhang Jianguo, president of the Bank, said, “In the past year, CCB had been serving the greater good of the national economy in a spirit of reform and innovation.We have been relentle in pursuing a principle of proactive yet prudent operation, while firmly taking initiatives in controlling risks.Consequently, despite the complicated busine environment, we were able to seize market opportunities and achieve solid advancement in all segments of our busine, thereby laying a firm foundation for sustainable development in future.”
Operation scale sets a new record Development quality improves steadily
In 2009, against the backdrop of the national package programme to face the global financial crisis combined with CCB‟s development strategy, the Bank redoubled financial support efforts in economic and livelihood areas while it registered historical records in new deposits and loans and sustained aet growth.As of 31 December 2009, the Bank‟s total aets were RMB9.623355 trillion (unle otherwise stated, the data hereinafter are calculated in accordance with International Financial Reporting Standards on a consolidated basis and are reckoned in RMB), a growth of 27.37% from the end of the previous year.Of this, net loans and advances to customers were RMB4.692947 trillion, up 27.40% from the previous year-end; total liabilities were RMB9.064335 trillion, up 27.88% from the previous year-end, of which deposits from customers grew 25.49% to RMB8.001323 trillion.
CCB‟s focus on raising the quality and efficiency of busine development was rewarded with excellent busine results.In the year, it realised profit before tax of RMB138.725 billion, a growth of 15.85% from the previous year; its net profit exceeded RMB100 billion for the first time to reach RMB106.836 billion, growing
9 by 15.32% to exceed the annual target for profit.As benchmark interest rates for deposits and loans were revised downwards and market interest rates dropped, the Bank‟s net interest margin dropped 0.83 percentage points from the same period in the previous year to 2.41%.However, through innovation of products, expansion of markets and optimisation of investment trading strategies, non-interest income grew by 28.11%, of which net fee and commiion income increased 25.00% to RMB48.059 billion, guaranteeing that the Bank‟s operating income was basically on a par with that of the previous year.CCB\'s return on average aets and return on average equity of 1.24% and 20.87% respectively were in leading positions among major international commercial banks. Sustained improvements were obtained in the Bank‟s aet quality: its non-performing loan ratio decreased to 1.50%, representing a drop of 0.71 percentage points from the end of the previous year.The Bank‟s capability in withstanding risks was further enhanced.CCB raised its allowances to non-performing loan ratio to 175.77% or an increase of 44.19 percentage points from the end of the previous year.It had a capital adequacy ratio of 11.70% and a core capital adequacy ratio of 9.31%, both meeting management targets.As a result of stringent cost tightening throughout the Bank, the increase in operating expenses was the lowest since its listing in 2005, while the growth in staff costs was lower than the growth in profit before tax and net profit.
The results of CCB‟s prudent operation and sustained development have further enhanced its corporate image and brand value.The Bank ranked second in the \"Commercial Banking Top 10” by the Banker, a UK magazine, among which CCB ranked first in all Chinese banks.It was also named the “Best Bank in China” by both Euromoney magazine in the UK and Asiamoney magazine in Hong Kong.
Serves greater economic good Credit placement in a balanced and appropriate manner In 2009, in accordance with national decisions and planning, CCB proactively combined the serving of the greater economic good with the adjustment of its credit structure.By doing so, it boosted credit support to areas and projects related to the national economy and the people‟s livelihood.Gro loans and advances to customers increased by RMB1.02583 trillion compared to the previous year, injecting urgently needed “capital blood” to the real economy and the improvement of people‟s livelihood.In particular, lending to 14 key credit placement areas meeting the State‟s credit policies amounted to RMB576.3 billion for the whole year, which made up 20.41% of all new corporate loans in the same period.The Bank also participated in the support of 446 of the State‟s RMB4 trillion investment projects, while new loans to the 10 industries marked for revitalisation were RMB145.1 billion or 22.3% of all new corporate loans.
10 Loans to infrastructure industries amounted to RMB1.539898 trillion.Such new loans made up 53.12% of new corporate loans.Specifically, during the economic trough in the first two months of 2009, when businees were in dire need of funds, the Bank iued RMB358.2 billion in loans in time for the construction of infrastructures and key projects, based on situations of previous quality reserve projects.Afterwards, it proactively adjusted its tempo of credit placement back to the usual steady rate, thus pre-empting market opportunities and taking the initiative in risk control.
Small enterprises, the “Three Rurals” (the agricultural industry, rural areas and farmers) and livelihood areas are key targets for CCB‟s credit placement.The Bank‟s busine in the small enterprise segment witneed dramatic growth: almost 10,000 additional small enterprise clients were provided with credit lines and the growth of small enterprise loans was 47.10%.The growth in small enterprise loans was 22.51 percentage points higher than the average growth in corporate loans, and most of the new loans were concentrated in the Yangtze River Delta, the Pearl River Delta and the Bohai Rim areas where small and medium enterprise economies are flourishing.CCB has established 140 small enterprise operations centres in the form of “credit factories”.Products and services such as “Joint Loan & Joint Guarantee”, overdraft facilities for corporate accounts, small amount unsecured credit loans and “e-loans” through Internet banking are multiplying.Solutions to meet the financing difficulties of small enterprises have been met with initial succe.The agriculture related loans were increased by RMB163.096 billion or 38.25% from last year.A new model for small amount farming household loans was promoted in Xinjiang, Heilongjiang and Jilin to help raise scientific and intensity levels of local agricultural production.In addition, 7 rural banks were established or planned to further extend the Bank‟s “Three Rural” services to the multitude of counties and villages around the country.The balance of loans to key livelihood areas such as education and healthcare reached RMB190.412 billion—this represented a growth of 48.56%, far exceeding the average growth of corporate loans.Personal consumption loans increased by RMB3.687 billion from the previous year, with a growth of 4.92%.Residential mortgage loans increased by RMB249.384 billion or 41.35% from last year.In particular, in endeavouring to meet the demand for subsidised housing, CCB entered into a total of 52 cooperation agreements for subsidised housing with local government authorities.It also provided support for 506 projects in “affordable housing” and “limited price housing” and iued RMB20.8 billion in commercial mortgages for subsidised housing and in provident fund loans for 122,000 households.Under a market situation in which credit funds were growing rapidly, CCB adjusted its resource allocation in accordance with national industrial policies and market conditions and reasonably regulated the pace and degree of credit placement on the basis of retaining control of overall credit.It was able to guarantee the balance and steadine of its credit placement for the whole year,
11 while promoting the optimisation and upgrading of the national industrial structure by credit structure adjustment.CCB‟s loan growth for the whole year was below the average for the domestic banking industry and its amount of new loans was the lowest among China\'s four major commercial banks.Yet in terms of the evenne and steadine of credit placement it was above the industry average.By focusing on restricting loans to industries with high energy consumption, high pollution or overcapacity (the “two highs one over\" sector) and to the real estate sector, the Bank was able to lower corresponding balance of loans by 2.89 and 1.24 percentage points compared to the beginning of the year and, for the whole year, RMB76.7 billion in corporate loans were withdrawn.CCB\'s customer structure also saw further improvements: the balance of its loans granted to customers with internal ratings of A and above accounted for 91.98% of total loans, up 2.64 percentage points over the preceding year.
Switching busine development mode Rapid growth in intermediary busine
In 2009, in proactively adapting to economic conditions and changes in the financial market, CCB intensified its efforts in independent innovation and research and development.By forging into emerging businees and nurturing new profit growth points, the Bank was able to lay down a solid foundation for long-term development, while achieving its profit targets.In the year, the Bank completed 313 product innovation projects and established the first product innovation laboratory in the banking industry.A range of emerging businees was launched to help customers out in their times of need.For foreign trade enterprises deeply affected by the global financial crisis, CCB designed a series of products and services under the brand name of “Domestic Trade Pa” covering international trade financing, supply chain financing and Renminbi settlement.As a result, the balance of financing nearly 1,000 or so foreign trade enterprises exceeded RMB15 billion.To help strengthen livelihood areas, the Bank launched a series of “Livelihood Oriented Products” integrated financial service programmes to addre needs from education, medical, social insurance and environmental protection sectors.These programmes resulted, for instance, in the improvement in the liabilities and financial structures of banks in full-time institutions of tertiary education and the unimpeded withdrawal of pension funds throughout China by 66 million pensioners.Moreover, other new lending businees launched in response to market needs such as factoring advances, M&A loans and Internet banking loans grew rapidly.
At a time when traditional interest-earning businees were under serious challenges, CCB‟s intermediary busine witneed robust growth.For the whole year, the Bank realised net fee and commiion income of RMB48.059 billion.The ratio of net fee and commiion income to operating income was 17.84%.Businees in financial advisory, underwriting of debt financing
12 instruments and wealth management flourished throughout the year, driving a growth in income of 48.22% for the Bank‟s domestic and overseas investment banking busine from the previous year.Income from syndicated loans and domestic factoring achieved rapid growth rates of 116% and 300% respectively.The number of personal accounts for enterprise annuities in CCB was 1.9254 million, a growth of 194.04% from the year before.In engineering cost advisory service in which CCB has a unique edge over its peers, income rose 106% on a year-on-year basis.The Bank was granted permiion to launch 53 new securities investment funds and take custody of 47 new funds, which were the highest figures in the banking industry.With the net value of securities investment funds under its custody reaching RMB642.1 billion, CCB was the only major state-owned commercial bank whose market share as a custodian bank increased continuously.
CCB‟s bank card busine developed swiftly while operating efficiency was raised substantially.The total number of debit cards iued was 252 million and the amount of consumption transactions totalled RMB790.663 billion, representing a year-on-year growth of 77.24%.Fee income from this area was RMB4.536 billion, a growth of 14.76% from the previous year.The total number of “wealth management cards” iued was 4.895 million, an increase of 1.2254 million over the end of the preceding year.The Bank‟s credit card busine continued to develop healthily: the cumulative number of customers was 20.24 million and the cumulative number of cards iued was 24.24 million.With a total of 5.53 million new cards iued, with total spending through credit cards increasing to RMB292.781 billion, with the balance of credit card loans reaching RMB36.332 billion and with aet quality remaining sound, CCB was the leader in the banking industry in terms of the four indexes of cumulative number of customers, transaction amounts, incremental loan balance and aet quality.
Service resource allocation optimized Customer services reached new level
In 2009, CCB further advanced the development of a system to adopt the customer-focused philosophy.In its endeavour to fully understand and serve the concerns of its customers and improve the system to provide profeional, differential and personalised customer services, CCB achieved further enhancements to its service efficiency and service quality.The Bank‟s retail outlets basically completed the transformation from a transaction and accounting oriented function to a marketing and service oriented function, which resulted in a considerable increase in teller-client interaction time.Specifically, in retail outlets which had undergone the transformation, transaction efficiency rose by nearly 39%, while the average customer waiting time fell by 40.86%.A programme of second generation of retail outlet transformations to enhance service quality in wealth management centres is progreing steadily.Meanwhile,
13 the Bank continues to build up self-service and electronic channels, which has resulted in an increase in the number of self-service banks to 8,128, while the number of ATMs has increased by 12.93% from the previous year-end, to 36,021—one of the leading figures in the world.CCB had 39.59 million personal online banking customers in 2009, an increase of 12.68 million over the previous year.The amount of personal online banking transaction reached RMB3.01 trillion, a growth of 118% over the previous year.Mobile phone banking developed in great strides: there were 14.28 million customers over the year, an increase of 9.35 million over the previous year.The ratio of transaction volumes through electronic banking compared to that through front desk was 74.89%.
On the basis of customer and market segmentation, CCB newly established 928 specialised operating centres to cater to small enterprise loans, wealth management, investment banks and enterprise annuity, etc.As large corporate customers are increasingly served centrally, more resources are being released to provide services to small and medium enterprises.In order to reduce management layers and raise management efficiency, CCB is implementing the reform of organisational flattening in a steady manner.Of the 100 central city branches, the majority have switched from a three-level management structure to the current two or two-and-a-half level management structure.One-third have eliminated the setting up of integrative branches and more than half are now practising direct management of retail outlets.Moreover, a large number of profeional teams have been formed to carry out duties in marketing, product development and back-office management, etc.
There was marked improvement in CCB‟s service quality.In the second half of 2009, the score from a periodic “mystery customer” survey that dealt with service quality in retail outlets was 93.5 points, an increase of 2.1 points from the same period during the previous year.Surveys carried out by an independent third party revealed that satisfaction from personal customers was 63.9%, an increase of 2.2 percentage points from the previous year and 3.5 percentage points higher than the industry average.The improvement in integrated customer service has brought about the development of busine.In the year, CCB ranked first among Chinese major banks in terms of both the growth rate of savings deposits and the average amount of deposits taken by each retail outlet.2009 was also one in which CCB achieved breakthroughs in the development of its overseas network.The succeive opening of a subsidiary bank in London and a branch in New York basically completed the Bank‟s layout of overseas organizations in major international financial centres.The establishment of the Ho Chi Minh City branch was also granted approval from the local regulatory authority.With the acquisition of AIG Finance (Hong Kong) Limited by China Construction Bank (Asia), a wholly owned subsidiary of CCB, the Bank now owns a platform for credit card busine in Hong Kong and Macau, thereby completing its busine layout in these two special administrative regions.As of
14 31 December 2009, the total aets of CCB‟s overseas organisations grew to RMB234.46 billion, up 92.82% from the year before.
Implementation of precision management Enhancement of internal risk control capability
In 2009, in its continuous improvement of risk control and precision management capabilities, CCB focused on efficiency and orienting towards the market.It improved on the mechanism of parallel operations by advancing the intensified and profeional management of pre-lending parallel operations and standardising the procees of post-lending parallel operations.It carried out deeper industry segmentation by further claifying a dozen or so sector categories into more than 90 industrial sectors, making the directions and objectives of its busine operations clearer.For industry management, credit quota and a “list system” approach was adopted and 16 industrial sectors falling under the characteristic of “two highs and one over” were managed under the list system.Meanwhile, by including all its overseas branches into a centralised framework for risk management, CCB succeeded in further improving the risk management mechanism for these overseas branches.
Capitalising on the implementation of the New Basel Capital Accord, CCB has planned and designed a complete application framework for risk management.With this, the Bank has been able to gradually build up a data base for risk management, advance the development and application of risk measurement tools and continue the optimisation of its corporate rating model and retail scorecard system.Consequently, CCB has been advancing sure-footedly in the development of its overall risk management system, thereby enhancing its core competencies in the proce.The profeional and precision level of risk management in CCB have also been significantly raised, and this has helped to better serve its needs in implementing a bank wide strategic transformation, busine development and risk control.
CCB had been closely monitoring changes in policies and market situations and has taken measures to counteract new incipient risks.When abnormal growth in lending to government financing platforms appeared in the market, CCB was able to introduce new measures in time to strengthen up management and control the loan growth of government financing platforms by stopping further lending to county-level government financing platforms and tightening up credit support to financing platforms of financially weak local governments.CCB had been unequivocal in not lending to developers who had bid up prime sites regardle of the cost and built up land reserves without developing.In addition, the Bank reinforced its risk control in derivative transactions and its risk exposure in this area had been reduced continuously.
15 Strengthening employee democratic management Fulfilling all-round corporate social responsibility
In 2009, CCB made new strides towards democratic management and a harmonious corporation.All its employees were able to participate in corporate management through the Staff Representative Aembly system.Throughout the Bank, 1,760 staff representative committees were formed and 2,029 staff representative meetings were held by branches and sub-branches at various tiers to deliberate on rules and regulations related to the vital interests of employees and other matters of importance.Starting with the optimisation of busine procees, separation of front- and back-office operations of counter businees and the centralisation of back-office operations were completed.This was instrumental not only in raising overall service standards, but also in simplifying front desk operations and effectively alleviating the job intensity and preure of the front-line staff.
CCB regards its staff as the most precious resource and has provided them with an extensive platform for growth.By setting up a sound system of managerial, technical and operational position series, it opened up a large number of career development paths for its staff.In the year, 24,486 training seions were held both domestically and overseas, involving the participation of 1.31 million person times.These figures were respectively 10.67% and 27.16% higher than those in the same period of the preceding year.Investment in staff training was increased continuously at a time when other expenses were being cut.The results of a recent survey indicated that the total employee satisfaction at CCB is at 94%.As it achieved steady improvements in operating results, CCB continued to undertake its corporate social responsibility.During the year, it implemented 13 social welfare related projects which involved a total investment of RMB72.74 million.Among this, RMB60 million was donated towards the setting up of a “CCB Ethnic Minority Undergraduate Scholarship (Grant)” for sponsoring needy ethnic minority students with outstanding moral character and academic records.The scholarship will run for five consecutive years in 16 provinces and autonomous regions such as Inner Mongolia, Xinjiang, Tibet, Guangxi and Ningxia, in which ethnic minorities are relatively concentrated.In 2009, CCB was named the “Best Bank with Corporate Social Responsibility” by Banker magazine in China and awarded the honour of being the “Most Responsible Enterprise in China‟s 30 Years of Reform and Opening Up” by the Chinese Red Cro Foundation.
Guo Shuqing, chairman of CCB, said, “In 2010, CCB will still face difficulties and challenges in its reform and development.We shall continue the implementation of the scientific viewpoint of development and intensify our support and service for economic structure adjustment as well as the development of small enterprises, the „Three Rurals‟ and livelihood areas.In striving to create even
16 better busine results, we shall maintain our strategy of prudent operation, continue to strengthen risk management and further enhance the profeional and precision competencies of our operations and management.”
17 Background Information:
The history of the China Construction Bank Corporation (“the Bank”) dates back to 1954 when the People‟s Construction Bank of China was founded.This entity was renamed China Construction Bank in 1996.China Construction Bank Corporation was formed in September 2004 when it separated from its predeceor, China Construction Bank, and aumed its commercial banking busine and related aets and liabilities.Headquartered in Beijing, CCB had a network of 13,384 branches and sub-branches in Mainland China, and maintained overseas branches in Hong Kong, Singapore, Frankfurt, Johannesburg, Tokyo, Seoul and New York as well as a representative office in Sydney as of 31 December 2009.The Bank has a number of subsidiaries, including China Construction Bank (Asia) Corporation Limited, CCB International (Holdings) Co., Ltd., CCB (London) Limited, CCB Principal Aet Management Co., Ltd., CCB Financial Leasing Corporation Ltd.and Jianxin Trust Co., Ltd.The Bank has a total of approximately 300,000 staff, and provides comprehensive financial services to its customers.The Bank was listed on the Stock Exchange of Hong Kong Limited (Stock Code: 939) in October 2005 and was listed on the Shanghai Stock Exchange (SSE Code: 601939) in September 2007.At of 31 December 2009, the market capitalisation of CCB reached approximately US$201.4 billion, ranking 2nd among listed banks in the world.
