Diploma of Banking Services Management

This qualification is designed to flexibly reflect the job roles with team and business result responsibilities in banking or other deposit taking institutions' customer contact centres or retail financial services environments.


Packaging Rules

12 units must be achieved:

5 core units

plus7 elective units

the required elective units of competency may be selected from the elective Groups A, B, C or D with 3 selected from Group B

A maximum of 2 electives may be selected from units aligned to other Diploma qualifications in the FNS10 Financial Services Training Package

A maximum of 2 electives may be selected from units aligned to Certificate IV qualifications and 1 elective may be selected from units aligned to Advanced Diploma qualifications in the FNS10 Financial Services Training Package

A maximum of 2 electives may be selected from units aligned to Certificate IV, Diploma or Advanced Diploma qualifications in another endorsed Training Package or accredited course.

Elective units must be relevant to the work outcome, local industry requirements and the qualification level.

Units selected from other Training Packages or accredited courses must not duplicate units selected from or available within the FNS10 Financial Services or BSB07 Business Services Training Packages.

Core units of competency:

add topic BSBINM401A Implement workplace information system

add topic BSBMGT502B Manage people performance

add topic BSBSMB405A Monitor and manage small business operations

add topic FNSCUS501A Develop and nurture relationships with clients, other professionals and third party referrers

add topic FNSINC401A Apply principles of professional practice to work in the financial services industry

Elective units of competency:

Group A (Customer relationship building)

add topic BSBCUS501A Manage quality customer service

add topic FNSCUS502A Monitor client requirements

add topic FNSCUS503A Review business performance

add topic FNSCUS504A Manage premium customer relationships

add topic FNSCUS505A Determine client requirements and expectations

Group B (Sales and marketing)

add topic BSBMKG501B Identify and evaluate marketing opportunities

add topic BSBSLS502A Lead and manage a sales team

add topic FNSBNK501A Manage banking and service strategy for small business customers

add topic FNSSAM501A Apply advanced selling techniques to selling of financial products and services

add topic FNSSAM502A Assess market needs

add topic FNSSAM503A Monitor market opportunities

Group C (Commercial and retail lending)

add topic FNSBNK501A Manage banking and service strategy for small business customers

add topic FNSBNK502A Manage services in a Business Transaction Centre

add topic FNSCRD402A Establish and maintain appropriate securitisation

add topic FNSCRD503A Promote understanding of the role and effective use of consumer credit

Group D (General business)

add topic BSBINN502A Build and sustain an innovative work environment

add topic BSBMGT516A Facilitate continuous improvement

add topic BSBMGT605B Provide leadership across the organisation

add topic BSBOHS303B Contribute to OHS hazard identification and risk assessment

add topic BSBSUS501A Develop workplace policy and procedures for sustainability

add topic BSBWOR501A Manage personal work priorities and professional development

add topic FNSBNK402A Align banking products with the needs of small business customers

add topic FNSBNK503A Provide business advisory services within a financial services context

add topic FNSCUS506A Record and implement client instructions

add topic FNSORG503A Develop a resource plan

add topic FNSRSK602A Determine and manage risk exposure strategies

Note: Certain elective units may be required to progress to membership of relevant professional organisations. Learners should establish such requirements where they apply in order to make appropriate choices.


    Qualification Pathway

    Preferred pathways for candidates entering this qualification include:

    FNS41010 Certificate IV in Banking Services

    FNS41210 Certificate IV in Mobile Banking

    or relevant FNS10 qualifications from other industry sectors.

    The primary pathway from this qualification is employment in banking and related organisations involving:

    team leader or manager roles in branch environments

    sales and marketing

    small business banking

    commercial and retail lending

    customer contact service centre management.

    An Australian Apprenticeship pathway may be possible for this qualification depending on the State or Territory training authority declaration policy.

    A further learning pathway utilising qualifications such as FNS60610 Advanced Diploma of Banking Services Management would support career progression. A further learning pathway could be study in relevant higher education programs. Learners should establish relevant qualifications and any credit arrangements that may apply in order to make appropriate elective choices in this qualification.

Entry Requirements

Not applicable.

Licensing Information

Not applicable.

Employability Skills


Employability Skill

Industry/enterprise requirements for this qualification include:


managing small sales teams

consulting with stakeholders on sales management policies and procedures

building relationships within and outside the organisation

liaising with clients on financial needs

using effective telephone techniques and negotiate solutions with clients and colleagues


monitoring and working with staff to implement policies and procedures

supervising work practices and adapting to change in technical and work practices

supporting staff to implement systems and sell products and services

Problem solving

aligning client requirements with products and services provided

analysing and synthesising information and determining levels of risk

comparing risk exposure levels with industry and statutory obligations

providing strategies on improving sales performance

solving problems in respect to risk and knowledge management systems

Initiative and enterprise

applying referral skills and implementing continuous improvement practices

identifying and investigating sales opportunities and new business

identifying improvements to product design and organisation

sales processes to inform future activity

researching and analysing competitor products and services

Planning and organising

contributing to the sales process by researching and validating information

monitoring sales team performance against KPIs

researching, developing, trialling, implementing, monitoring and reviewing policies and procedures


acting as a role model for others

applying time management strategies to own work schedule

monitoring and evaluating own work performance

presenting a positive organisational image

working ethically and complying with all industry codes of practice and legislative requirements


ensuring evidence of training undertaken to meet sales targets is maintained

evaluating and reviewing sales strategies

facilitating internal training to ensure staff have the knowledge and skills to implement quality systems and meet targets

maintaining personal competency and identifying professional development opportunities


operating computers and using word processing, spreadsheet and database skills to produce workplace documentation

establishing security and complying with regulatory and industry codes of practice for customer data management

using business technology to access, organise and monitor information of products and clients

using research data devices and telecommunication devices and equipment