Unit of competency Outline
Date retreived
22/07/2026 3:55 PM AWST
22/07/2026 3:55 PM AWST
Whilst all efforts are made to provide accurate and timely information from the relevant source/documentation, please be aware that the information supplied may not be the most current version. The accuracy of the detail has not been confirmed by the Department and therefore should not be relied upon without first confirming the contents.
Manage services in a Business Transaction Centre
Manage services in a Business Transaction Centre
Unit of competency
National Code
FNSBNK522
FNSBNK522
State Code
OEC04
OEC04
TGA Status
Current
Current
DTWD Status
Approved
Approved
State Implementation and Classification
Approved Date
07/12/2022
Field of Education
081101 - Banking And Finance
Original Release Date
07/12/2022
Nominal Hours
60
Description
This unit describes the skills and knowledge required to provide leadership in, and management of, Business Transaction Centres (BTCs) or regional and remote Rural Transaction Centres (RTCs). It covers managing service delivery, including service design, staff support and management, setting performance targets, and reporting and liaising with local communities. Services may be provided for a range of agencies.The unit applies to individuals who use a range of managerial techniques and leadership skills to plan and monitor the work of the team while taking responsibility for implementing and promoting strategic business activities.No licensing, legislative or certification requirements apply to this unit at the time of publication.
Notes
Elements and Performance Criteria
1. Manage centre’s community relations
- 1.1 Recognise and communicate role and purpose of BTC or RTC in providing services to local community, and its relationship to the organisation in which it is hosted, to staff, clients and community groups
- 1.2 Support reporting, decision making and communication needs of centre’s community-based committee in a timely manner
- 1.3 Implement processes to determine and monitor range of products and services required by local community
2. Manage centre’s external relationships
- 2.1 Prepare proposals for government funding submissions in forms and timeframes that meet funding body requirements
- 2.2 Manage sustainable business relationships with external agencies supported by centre
- 2.3 Prepare reports specified in funding agreement contracts and submit in required forms and timeframes
- 2.4 Conduct communication and reporting processes with agencies supported through centre to agreed standards
3. Manage delivery of services
- 3.1 Establish, implement and monitor processes to ensure compliance with legislative and regulatory environment relevant to centre
- 3.2 Develop, implement and monitor budgets and operational plans in line with agreed organisational procedures
- 3.3 Determine and monitor performance indicators for service provision, and seek and respond to feedback from staff about service provision and process improvements
- 3.4 Identify and effectively manage facilities, support systems and resources required for centre delivery of services
- 3.5 Identify training strategies that enable staff to provide required products and services
- 3.6 Manage implementation of identified training strategies
4. Lead centre staff
- 4.1 Provide instructions and directions to staff in line with stated performance indicators and identified needs
- 4.2 Establish processes for conducting regular team and individual appraisals
- 4.3 Identify and reward efforts and contributions of individuals and teams for meeting centre goals
No information
No information
Replaces
| State Code | National Code | Title | Type |
|---|---|---|---|
| AUQ64 | FNSBNK502 | Manage services in a Business Transaction Centre | Unit of competency |
| State Code | National Code | Title | Type |
|---|---|---|---|
| BHU8 | FNS51822 | Diploma of Financial Services | Qualification |