Advanced Diploma of Banking Services Management

This qualification is designed to flexibly reflect senior management and/or sales and service 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

14 units must be achieved:

9 core units

plus5 elective units

a minimum of 2 of the required elective units of competency must be selected from the elective bank below

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

a maximum of 2 electives may be selected from 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 BSBCUS501A Manage quality customer service

add topic BSBMGT502B Manage people performance

add topic BSBMGT605B Provide leadership across the organisation

add topic BSBMGT608C Manage innovation and continuous improvement

add topic BSBREL701A Develop and cultivate collaborative partnerships and relationships

add topic BSBSMB409A Build and maintain relationships with small business stakeholders

add topic FNSSAM601A Monitor performance in sales of financial products or services

add topic FNSSAM602A Identify and evaluate marketing opportunities in the financial services industry

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

Elective units of competency:

add topic BSBCCO609A Integrate customer contact operations within the organisation

add topic BSBCOM602B Develop and create compliance requirements

add topic BSBCOM603B Plan and establish compliance management systems

add topic BSBINN601A Manage organisational change

add topic BSBMGT605B Provide leadership across the organisation

add topic BSBMGT616A Develop and implement strategic plans

add topic BSBOHS303B Contribute to OHS hazard identification and risk assessment

add topic BSBSUS501A Develop workplace policy and procedures for sustainability

add topic FNSSAM603A Tailor financial products to meet customer needs

add topic FNSSAM604A Establish agreements with intermediaries for product distribution

add topic FNSORG501A Develop and manage a budget

add topic FNSORG602A Develop and manage financial systems

add topic FNSPRM605A Establish or review marketing, client services and supplier relationships

add topic FNSPRM606A Establish or review human resources, administration and information support

add topic FNSRSK601A Develop and implement risk mitigation plan

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:

    FNS50910 Diploma of Banking Services Management

    or relevant FNS10 Financial Services Training Package qualifications from other industry sectors.

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

    branch environments

    sales and marketing

    commercial and retail lending

    customer contact service centres.

    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:


developing a rapport with clients and communicating ideas and information cognisant of clients' social and cultural diversity and special needs

fostering business relationships and providing a high level of customer service and relationship management

negotiating with clients to develop tailored products and services

possessing excellent presentation skills with an ability to 'read' verbal and non-verbal body language

presenting information to clients in plain language and using a range of techniques including questioning, clarifying and evaluating information to elicit feedback

researching and consulting with a wide range of users internal and external to the organisation


lead and develop team members to build performance

acting as a role model for others

coaching and mentoring staff on new products, services and sales techniques

delegating and briefing sales team members on their roles, responsibilities and targets

producing a positive and productive workplace that encourages maximum participation

Problem solving

using analytical, evaluative and deductive reasoning skills to assess the impact of trends on product performance

developing innovative sales strategies aligned to client's needs and organisational goals

treating new and emerging challenges as opportunities to develop approaches to capitalise on them

Initiative and enterprise

monitoring the external environment and identifying emerging practices and trends

demonstrating leadership in evaluating policies and procedures

developing action and sales plans to meet timelines and priorities

undertaking complex market research and developing complex product and services-based solutions

Planning and organising

coordinating people, resources and/or equipment to achieve optimum results

setting own plans for meeting targets and KPIs

establishing and maintaining client databases, documentation and records


managing own time and priorities and dealing with contingencies

taking responsibility as required by work role and ensuring all organisational policies and procedures are followed

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


adapting to change in technology and/or work practices

contributing to the learning of others by providing coaching, conducting team meetings and supplying information

developing and maintaining personal competency

identifying opportunities for professional development

maintaining currency of knowledge of financial products and services


using online help for self-learning purposes

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

using business technology to access, organise and monitor client and product information

using research data devices and telecommunication devices and equipment