NC: GENERIC MANAGEMENT: CUSTOMER MANAGEMENT BANKING (NQF 5)
COURSE OVERVIEW
This qualification forms part of a learning pathway of management qualifications across various sectors and industries. It is specifically designed to develop management competencies required by learners in any occupation, particularly those who manage first line managers within the customer service department in the banking or Financial services sector. The qualification further develops the key concepts, principles and practices of management that will enable learners to lead, manage, organise and control first line managers and team leaders. The scope of generic management covers five domains: leadership, managing the environment, managing relations, managing knowledge and the practice of management.
COURSE CONTENT
Ops Strategy and Planning
Organising
Leadership and coaching
Controlling
Ethics and Risk
Conflict, Diversity and Negotiations
COURSE OUTCOMES
Identify product features for the benefit of the customer.
Close a deal with a customer.
Develop and implement marketing plan in line with the marketing strategy.
Identify brand mix elements.
Monitor handling of customers by front line customer Service.
Manage customer requirements and needs and implement action plans.
Identify and manage areas of customer service impact
Establish and develop customer needs and relationships
Identify areas in need of change and implement same.
Develop and implement strategy and action plans for a team.
COURSE REQUIREMENTS
Communication at NQF Level 4
Mathematical Literacy at NQF Level 4
Computer Literacy at NQF Level 4
English proficiency
DURATION
12 Months
COURSE QUALIFICATION
Learners will receive a Services SETA National Certificate of competence with a minimum of 162 credits. Credits may vary depending on the electives selected by the learner