摘要：商业银行柜面业务是银行最容易产生操作风险的一个业务，它是为个人客户和企事业单位提供服务的主要窗口。当银行在提供服务的过程中，也会面临源自于内部程序不完善、人为失误、系统故障和外部事件等导致的风险，一旦发生，就会产生巨大的损失。并且，商业银行柜面业务操作风险潜藏在每一个产品、每一个业务流程中，如果不注意，很有可能会发生风险。因此，找准柜面业务操作风险的主要分布范围并采取适当有效的措施就显得尤为重要。在日常经营过程中，商业银行如何应对防范日益复杂的操作风险，如何采取多种防控措施、建立操作风险管理的有效机制以提升银行的竞争力，已经成为银行经营管理的重心。本文就柜面业务操作风险的成因、特征以及防范的对策进行了论述。

关键词：商业银行，操作风险，柜面业务

Abstract: The counter business is the most likely to arising risk of commercial bank as a business, it is the main window for individual customers and enterprises to provide services .When the bank is in the process of providing services, it will face risks from inadequate internal processes, human error, system failure and the risk of external events and so on, once it happens, the bank will have huge losses. And, the operational risk over the counter of commercial banks is hidden in every product, every business process, if you do not pay attention, the risk is likely to occur. Therefore, identifying the major operational risk over the counter distribution and taking appropriate effective measures is particularly important. In the ordinary course of business, commercial banks how to deal with increasingly complex operational risk prevention, how to take a variety of prevention and control measures to establish effective mechanisms for operational risk management to enhance the competition of banks, has become the focus of bank management. In this paper operational risk over the counter, its characteristics and prevention measures were discussed.

Key words: commercial banks, operational risk, counter business