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Follow the links below to find material targeted to the unit's elements, performance criteria, required skills and knowledge

Elements and Performance Criteria

1. Establish or review marketing strategy
   • Establish or review marketing strategy, and develop marketing tools within budget and timelines
   • Confirm and implement marketing strategy across organisation or business unit
2. Establish or review supplier relationship
   • Establish criteria to enable effective evaluation of supplier services and assess all existing suppliers against criteria
   • Identify and analyse availability and suitability of alternate suppliers who can meet service support requirements within legislative requirements
   • Undertake cost–benefit analysis of suppliers to finalise supplier network
   • Establish terms of appointment of suppliers to achieve service support requirements, and maintain and develop relationships with suppliers
3. Establish or review client services
   • Determine client services to meet client expectations, enterprise policy and philosophy, and industry legislative requirements
   • Establish key performance indicators to measure customer service, review existing client services against these and improve where required
   • Document service standards in prescribed format and communicate to all stakeholders
   • Deliver services within timeframe and budget

Performance Evidence

Evidence of the ability to:

establish or review and implement the organisation’s marketing strategy

establish or review suppliers and the required level of service, including the development of terms of appointment and service standards

establish or review business systems against practice requirements, document service standards and communicate to stakeholders.

Note: If a specific volume or frequency is not stated, then evidence must be provided at least once.

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Knowledge Evidence

To complete the unit requirements safely and effectively, the individual must:

identify and describe factors which may affect the marketing and performance of client services

assess risks and benefits associated with using a range of products and services within a practice

explain cost–benefit analyses applied to systems and procedures

describe the key features of:

financial practice administrative processes and systems

financial products, their characteristics and risk profile

financial practice professional services

explain the key requirements of relevant legislation, regulations and codes of practice impacting on the financial services industry

analyse and discuss marketing and advertising principles, techniques and tools

describe the key features of office information technology systems and software.

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