Identification and assessment of operational risk in Prosses of information management, communication and customer service activities in Ansar Bank

Operational risks are due to a wide range of error probabilities and deficiencies in the operations of the firm or financial. These risks are the result of human error, the computer and its programs, the error in decision making and even the losses from the types of embezzlement. It can be said that the implementation of such a mechanism through the identification and management of the major risks associated with the operation of the bank, reducing the risk of creditors and shareholders and consequently increasing the value of the bank. In this study, the identification and evaluation of the operational risk of the information management process, communications and customer service activities of Ansar Bank. The type of research in this study is an applied research. The research method is descriptive-survey. In this study, questionnaires and interviews were used to collect information. The spatial scope of this research includes Ansar Bank Customer Service, located in Tehran. This research was conducted in the 1396. The FMEA method has been used to analyze the risk scenarios and its effects. According to the results of the average RPN identified by Ansar Bank experts, intra-organizational and human resources management factors respectively, have the maximum number of operational risks from the total operational risks identified. The results of this study also confirmed that external factors have the least importance in risk management, Ansar Bank customer service is available.