Impactos que generan los riesgos operacionales en la empresa Comercializadora de Servicios Financieros del Banco BBVA
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Date
2023-09
Authors
Forero Tafur, Luis Enrique
Rodríguez Vanegas, Claudia Cristina
Advisors
López Rodríguez, Campo Elías
Editors
Journal Title
Journal ISSN
Volume Title
Publisher
Corporación Universitaria Minuto de Dios
Type
Thesis
Rights
Atribución-NoComercial-SinDerivadas 2.5 Colombia
Abstract
Para las distintas empresas es importante que sean identificados los diferentes riesgos operacionales que se dan como consecuencia de las decisiones y controles existentes, también por las estrategias utilizadas para cada una de estas decisiones. Por lo cual el objetivo de esta investigación es identificar los impactos que generan los riesgos operacionales en la empresa Comercializadora de Servicios Financieros del Banco BBVA durante los años 2021 y 2022. La metodología que se aplico fue una revisión documental y un análisis de las bases de datos proporcionadas por la empresa Comercializadora de Servicios Financieros del Banco BBVA de las PQR´S gestionadas durante los años 2021 y 2022. Dentro de los hallazgos se puede evidenciar que el riesgo operacional que predomina en la empresa es el riesgo de ejecución y administración de procesos, ya que este riesgo se deriva de los diferentes errores que se presentan al momento de gestionar las PQR´S durante los años 2021 y 2022. Por lo anterior podemos concluir que la empresa tiene un gran impacto financiero ya que en los últimos dos años tuvo pérdidas por un valor de $187.663.422,80 en las facturaciones, las cuales corresponden básicamente a errores operativos, fallas en la debida gestión de las PQR´S de los clientes y tiempos de respuesta. Adicionalmente para los demás tipos de riesgos operacionales mencionados no existen impactos negativos en la Comercializadora de Servicios Financieros del Banco BBVA ya que no se identificaron, más sin embargo si se analizaron durante la aplicación de los resultados
For the different companies it is important to identify the different operational risks that occur as a consequence of the existing decisions and controls, also due to the strategies used for each of these decisions. Therefore, the objective of this research is to identify the impacts generated by operational risks in the company Comercializadora de Servicios Financieros del Banco BBVA during the years 2021 and 2022. The methodology applied was a documentary review and an analysis of the databases provided by the company Comercializadora de Servicios Financieros del Banco BBVA of the PQR'S managed during the years 2021 and 2022. Within the findings it can be evidenced that the operational risk that predominates in the company is the risk of execution and administration of processes, since this risk is derived from the different errors that occur at the time of managing the PQR'S during the years 2021 and 2022. From the above we can conclude that the company has a great financial impact since in the last two years it had losses for a value of $187,663,422.80 in billings, which basically correspond to operational errors, failures in the due management of the PQR'S of the clients and response times. Additionally, for the other types of operational risks mentioned, there are no negative impacts on the Financial Services Commercialization Company of BBVA Bank since they were not identified, however they were analyzed during the application of the results
For the different companies it is important to identify the different operational risks that occur as a consequence of the existing decisions and controls, also due to the strategies used for each of these decisions. Therefore, the objective of this research is to identify the impacts generated by operational risks in the company Comercializadora de Servicios Financieros del Banco BBVA during the years 2021 and 2022. The methodology applied was a documentary review and an analysis of the databases provided by the company Comercializadora de Servicios Financieros del Banco BBVA of the PQR'S managed during the years 2021 and 2022. Within the findings it can be evidenced that the operational risk that predominates in the company is the risk of execution and administration of processes, since this risk is derived from the different errors that occur at the time of managing the PQR'S during the years 2021 and 2022. From the above we can conclude that the company has a great financial impact since in the last two years it had losses for a value of $187,663,422.80 in billings, which basically correspond to operational errors, failures in the due management of the PQR'S of the clients and response times. Additionally, for the other types of operational risks mentioned, there are no negative impacts on the Financial Services Commercialization Company of BBVA Bank since they were not identified, however they were analyzed during the application of the results
Description
Identificar los impactos que generan los riesgos operacionales en la empresa
Comercializadora de Servicios Financieros del Banco BBVA durante los años 2021 y 2022.
Keywords
Riesgos operacionales, Servicios financieros, Impactos, Operational risks, Impacts, Financial services