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Elements and Performance Criteria

1. Identify and review operational guidelines, practices and performance measures of the organisation
   • Identify and review organisation’s operational objectives, guidelines and procedures
   • Identify links to industry codes of practice and ethical standards
   • Identify operational procedures and practices that address compliance requirements
   • Identify and review performance measures and operational outcomes
2. Assess implementation of operational guidelines
   • Assess compliance of staff, systems and resources with operational guidelines and confirm guidelines are implemented, according to organisational procedures
   • Review operational guidelines for effectiveness and arrange additional support as required
   • Identify and implement improvements to operational guidelines according to organisational requirements
3. Distribute information on operational guidelines and communicate updates and guidelines as required
   • Distribute operational guidelines to relevant staff as required
   • Communicate updates and amendments to required personnel
   • Seek feedback and interpretation requests and respond according to organisational guidelines
   • Communicate guidelines to new staff members as part of induction procedures
   • Communicate sections of guidelines relevant to clients
4. Monitor and manage operational procedures and guidelines
   • Monitor client services and confirm operational guidelines are implemented and internal service standards are being met
   • Monitor performance of staff, systems and resources against organisational guidelines and objectives
   • Manage documentation on supervision and monitoring of operational guidelines
   • Monitor implementation of operational guidelines for compliance with relevant legislation and codes of practice
   • Identify breaches of guidelines and counsel staff members where required

Performance Evidence

The candidate must demonstrate the ability to complete the tasks outlined in the elements, performance criteria and foundation skills of this unit, including evidence of the ability to:

manage compliance with operational guidelines in a superannuation organisation on at least three occasions.

In the course of the above, the candidate must:

identify and address factors that have the potential to inhibit performance of staff, systems and/or resources

monitor operational procedures and guidelines against organisational objectives, and relevant legislation and codes of practice

brief staff about operational guidelines and counsel when breaches are identified

implement and monitor performance measurement systems

evaluate staff compliance with fund requirements and operational guidelines and make recommendations as required.

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Knowledge Evidence

The candidate must be able to demonstrate knowledge to complete the tasks outlined in the elements, performance criteria and foundation skills of this unit, including knowledge of:

industry Acts, regulations and codes of practice relating to supervising, implementing and monitoring operational guidelines, including:

obligations of the organisation under data protection and privacy laws

legislative and regulatory requirements required to be followed when providing factual information or general advice in superannuation

organisational operational guidelines relating to managing superannuation, including service standards and performance measures of key positions, personnel, job descriptions and authorities

organisational systems and resource requirements relating to monitoring operational guidelines

organisational requirements relating to:

administrative processes and systems

marketing and advertising processes

documentation systems, including registry and library processes

human resource procedures

ethical standards

organisational information technology systems, and support resources and mechanisms

fraud deterrence practices

sections of operational guidelines relevant to clients, including:

client rights

performance standards

complaint procedures.

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