Publication: Gestión del cambio y engagement laboral del personal de la agencia BCP Trujillo – centro histórico, periodo 2018 - 2023
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Date
2024
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Publisher
Universidad Nacional de Trujillo
Abstract
El presente trabajo de suficiencia profesional fue elaborado con el objetivo de analizar y describir la experiencia profesional obtenida en el BCP en el periodo 2018 al 2023, en los cargos de Promotor de Servicios y Asesor de Clientes en la Agencia BCP de la ciudad de Trujillo, La Libertad. El informe está estructurado en cuatro capítulos, en el primer capítulo expongo una perspectiva general del Banco de Crédito del Perú, detallo las actividades laborales que he realizado en los cargos desempeñados, identifico los problemas del área de plataforma y de ventanilla, además, establezco los objetivos del presente trabajo. En el segundo capítulo, especifico la fundamentación científico-técnica necesaria para ejercer mis labores en el BCP. En el tercer capítulo, detallo las estrategias que contribuyeron a dar solución a los problemas identificados. En el cuarto capítulo, considerando mi experiencia laboral, evalúo la formación que he recibido en la escuela profesional de administración de la Universidad Nacional de Trujillo y brindo sugerencias a fin de mejorarla para que el alumno sea competitivo en el mundo laboral. Por último, expongo las conclusiones, siendo las más resaltante los constantes cambios que sufre la agencia BCP y el bajo nivel de engagement en la mayoría de los colaboradores; es así como, se brindan las recomendaciones pertinentes con el objetivo de que la agencia BCP las pueda poner en práctica.
ABSTRACT This professional proficiency work was prepared with the objective of analyzing and describing the professional experience obtained at the BCP in the period 2018 to 2023, in the positions of Service Promoter and Client Advisor at the BCP Agency in the city of Trujillo, Freedom. The report is structured in four chapters, in the first chapter I present a general perspective of the Banco de Crédito del Perú, I detail the work activities that I have carried out in the positions held, I identify the problems of the platform and counter area, in addition, I establish the objectives of the present work. In the second chapter, I specify the scientific-technical foundation necessary to carry out my work at the BCP. In the third chapter, I detail the strategies that contributed to solving the identified problems. In the fourth chapter, considering my work experience, I evaluate the training I have received at the professional school of administration of the National University of Trujillo and provide suggestions to improve it so that the student is competitive in the world of work. Finally, I present the conclusions, the most notable being the constant changes that the BCP agency undergoes and the low level of engagement in the majority of collaborators; This is how the pertinent recommendations are provided so that the BCP agency can put them into practice.
ABSTRACT This professional proficiency work was prepared with the objective of analyzing and describing the professional experience obtained at the BCP in the period 2018 to 2023, in the positions of Service Promoter and Client Advisor at the BCP Agency in the city of Trujillo, Freedom. The report is structured in four chapters, in the first chapter I present a general perspective of the Banco de Crédito del Perú, I detail the work activities that I have carried out in the positions held, I identify the problems of the platform and counter area, in addition, I establish the objectives of the present work. In the second chapter, I specify the scientific-technical foundation necessary to carry out my work at the BCP. In the third chapter, I detail the strategies that contributed to solving the identified problems. In the fourth chapter, considering my work experience, I evaluate the training I have received at the professional school of administration of the National University of Trujillo and provide suggestions to improve it so that the student is competitive in the world of work. Finally, I present the conclusions, the most notable being the constant changes that the BCP agency undergoes and the low level of engagement in the majority of collaborators; This is how the pertinent recommendations are provided so that the BCP agency can put them into practice.
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Keywords
Gestión del cambio, Engagement laboral, Desempeño laboral, Atención al cliente