THE REPUBLIC OF LITHUANIA
MINISTRY OF EDUCATION AND SCIENCE
MINISTRY OF SOCIAL SECURITY AND LABOUR
VOCATIONAL EDUCATION AND TRAINING STANDARD
FOR A BANK OPERATION MANAGER
Vocational education level 3
Vilnius, 2008
PROFESINIO
MOKYMO
METODIKOS
CENTRAS
EUROPOS SĄJUNGA
Europos socialinis fondas
ŠVIETIMO IR MOKSLO MINISTERIJA
KURKIME ATEITĮ DRAUGE !
Development of the Standard was financed by
European Union and by the Republic of Lithuania under
the Project No BPD2004-ESF-2.4.0-01-04/0156
“Development of the System of VET Standards”
Development of the Standard was coordinated by the
Methodological Centre for Vocational Education and Training
© Profesinio mokymo metodikos centras, 2008
APPROVED
by Order No ISAK-1970/A1-279 of the
Minister Education and Science of the Republic
of Lithuania and of the Minister of Social
Security and Labour of the Republic of
Lithuania of 8 October, 2007
VOCATIONAL EDUCATION AND TRAINING STANDARD FOR A BANK OPERATION
MANAGER
I. DETAILS OF THE VET STANDARD
1.
2.
3.
4.
Vocational education level – 3rd.
State code – S334301.
Qualification awarded – bank operation manager.
Basic education – secondary.
II. CONTENT OF THE VET STANDARD
5. Brief description of occupational activity:
5.1. The VET Standard for a bank operation manager (hereinafter referred to as “the
Standard”) has been developed taking into account changes on the labour market, findings of the
qualification study carried out by the Standards Development Working Group.
5.2. The Standard defines the minimum training requirements for a bank operation
manager for working in the following main activity areas: customer service; sales of retail bank
products; document handling.
5.3. A Bank operation manager is well aware of the offered services; is able to assess
customer needs and sell bank services to the customer (is able to compare the services and inform the
customer about their advantages). A Bank operation manager is aware of other bank products and, if
need be, is able to recommend the customer another specialist.
5.4. A bank operation manager prepares the work place for work, presents and sells bank
products, handles deposit accounts, performs cash transactions, performs transactions upon the request
of a customer. A bank operation manager is aware of the communication ethics and assesses customer
needs.
5.5. A Bank operation manager is characterised by the following personal qualities:
honesty, carefulness, personal responsibility, self-confidence, vitality, activity.
6. The Objective of a bank operation manager to provide customer service and sell retail
bank products.
7. A bank operation manager’s activity areas and competencies are listed in Appendix 1
of the Standard.
8. The scope of a bank operation manager’s competencies, training objectives and
competency assessment are provided in Appendix 2 of the Standard.
.
9.Successful work as a bank operation manager requires the following general
capabilities:
9.1. communication;
9.2. mathematical literacy;
9.3. use of information technologies;
9.4. work in a team;
9.5. language skills;
9.6. helpfulness;
9.7. pro-activeness.
10. Final qualification assessment:
10.1. Qualification of a bank operation manager is awarded to a pupil who has completed
the whole training programme, acquired competencies defined in the Standard and has been given a
positive final qualification evaluation.
10.2. In accordance with the competency assessment criteria listed in the Standard, the
following is tested and evaluated:
10.2.1. during the training process - all competencies defined in the Standard;
10.2.2. during the final qualification assessment - selected competencies.
10.3. Organisation and performance of the final qualification assessment and issuance of
documents is regulated by the Ministry of Education and Science of the Republic of Lithuania.
_______________________
Appendix 1
to the VET Standard for a bank operation
manager
AREAS OF ACTIVITY AND COMPETENCIES OF A BANK OPERATION MANAGER
Areas of Activity
1. Customer service
Competencies
1.1. Preparing the work place for work
1.2. Providing customer service
1.3. Applying documents regulating the bank
activity
1.4. Performing cash transactions upon
customer’s request
1.5. Performing bank transfers upon customer’s
request
1.6. Using information technologies
2. Sales of retail bank products
2.1. Handling bank accounts and bank cards
2.2. Handling deposit accounts
2.3. Providing direct debit service
2.4. Providing electronic services
2.5. Selling pension fund service
3. Document handling
3.1. Drafting and approving daily statements
3.2. Handling document files
3.3. Drafting certificates for customers
_____________________________
1. Customer
service
Activity Areas
1.2. Provide customer
service
Telephone
conversation ethics and
tactics.
Professional behaviour
Description of Competencies
Competencies
Range of Competencies
1.1. Prepare the work
Installation of
computer hardware and
place for work
other equipment.
Assessment of need of
forms, marketing
material and ensuring the
required amount in stock.
Ensuring document
security.
Switching off
computer hardware and
adhering to safety at
work instructions.
1.2.1. Knowing the opening and
closing phrases during the telephone
conversation
1.2.2. Applying communication ethics
1.1.1. Knowing the requirements and
rules for the work place
1.1.2. Working with information
technologies
1.1.3. Knowing the inventory used at
work
1.1.4. Knowing banking marketing
material and forms.
1.1.5. Knowing the requirements for
document storage of daily transactions
1.1.6. Knowing safety at work
requirements
Training Objectives
Competency
Assessment
Prepared work
place in accordance
to the bank
requirements.
Demonstrated
registration with
information systems.
Listed inventory
used for work.
Described bank
marketing material
and forms.
Described storage
of daily bank
transaction
documents.
Demonstrated
signing off the
information systems.
Explained storage
of inventory at the
end of the working
day.
Listed and
commented opening
and closing phrases
used during the
RANGE OF BANK OPERATION MANAGER’S COMPETENCIES, TRAINING OBJECTIVES AND COMPETENCY ASSESSMENT
Appendix 2
to the VET Standard for a bank operation manager
1.5. Perform bank
1.4. Perform cash
transactions upon
customer’s request
1.3. Apply documents
regulating the bank
activity
Official instructions.
Customer service
provisions.
Internal work
regulations.
Descriptions of bank
retail product procedure.
Money receipt.
Money disbursement.
Types of cheques.
Verification of the
money.
Exchange operations.
Accepting taxes and
payments.
Purchase of currency.
Sale of currency.
Data entries into
information systems.
Payment orders.
norms.
Management of
emotions.
Art of language.
Conflicts and their
resolution.
1.5.1. Fill in a local payment order
1.4.1. Establishing the authenticity of
the money
1.4.2. Grouping Traveller‘s cheques
1.4.3. Filling in a bank cheque
1.4.4. Recognising different
currencies
1.4.5. Currency exchange
1.4.6. Registering currency exchange
in information systems
1.3.1. Knowing official instructions
and customer service requirements as
well as internal work regulations
1.3.2. Knowing retail bank products
rules and norms of behaviour
1.2.3. Being aware of emotions and
ways to manage them
1.2.4. Realising the influence of
language on the communication with
the customer
1.2.5. Knowing critical situations and
the technique of their management
phone conversation.
Described rules of
ethical
communication with
the colleagues.
Explained manners of
behaviour and
language influence on
the communication
with the customer.
Described critical
situations and the
technique of their
management.
Explained main
work functions.
Overviewed
customer service
provisions. Described
in detail retail bank
products.
Money
authenticity
established.
Traveller’s
cheques grouped.
Filled in bank
cheque.
Recognised
different currencies.
Currency exchange
registered in
information systems.
Filled in local
2. Sales of retail
bank products
2.1. Handle bank
accounts and bank cards
1.6. Use information
technologies
Types of bank
accounts.
Opening a bank
account.
Closing a bank
account. Payment cards.
Types of payment
cards.
Data entry into the
information systems.
Issue of payment
cards.
Microsoft Word
programme.
Excel programme.
Bank software
solutions.
transfers upon customer’s
Currency exchange at
request
the cash registers.
Settlement cheque.
payment order.
Filled in
international money
order.
Listed main details
of periodic money
orders.
Demonstrated
currency exchange
from one account to
another.
Filled in settlement
cheque.
1.6.1. Working with the main software
Applied Microsoft
Word possibilities.
solutions
Used Excel.
1.6.2. Demonstrating possibilities of
Demonstrated bank
using bank software solutions
software solution
possibilities.
2.1.1. Knowing bank account types
Described types of
2.1.2. Knowing the documents that are bank accounts.
Listed documents
essential for opening bank accounts
that are essential for
for natural and legal persons
opening the account
2.1.3. Knowing the requirements for
for natural and legal
closing a bank account
persons.
2.1.4. Knowing the types of payment
Explained bank
cards
account closure
2.1.5. Filling in payment card
conditions.
application forms
Listed payment
2.1.6. Knowing the conditions of
card
types.
closing a payment card account and
Filled in
describing the procedure of issuing a
application
for
payment card
issuing a payment
1.5.2. Filling in an international
payment order
1.5.3. Knowing the compulsory details
of periodic payment orders
1.5.4. Demonstrate currency exchange
from one account to another
1.5.5. Filling in the settlement cheque
Direct debit.
Data entry into
information systems.
Types of electronic
services.
Advantages of
electronic services.
E-banking.
Mobile banking.
2.3. Provide direct debit
service
2.4. Provide
services
electronic
Types of term
deposits.
Interest rates and
terms of deposit
accounts.
Term deposit contract
with a natural person.
Term deposit contract
with a legal entity.
Terminating a term
deposit account contract.
Data entry into
information systems.
2.2. Handle deposit
accounts
card.
Explained
conditions of closing
a payment card
account and
described procedure
of issuing a payment
card
2.2.1. Grouping deposit accounts
Listed types of
time deposit
2.2.2. Establishing interest rates for
accounts.
the deposit accounting with regard to
Established deposit
the term
account interest rates
2.2.3. Knowing the conditions for
according to the time
opening and closing a term deposit
from the charts.
2.2.4. Knowing the conditions of
Described conditions
closing a term deposit
2.2.5. Knowing the compulsory details for opening and
closing a deposit
of deposit accounts
account.
Listed compulsory
details of term
deposit accounts.
2.3.1. Filling in direct debit
Filled in direct
application
debit application.
Listed direct debit
2.3.2. Knowing the advantages of
advantages.
direct debit
2.3.3. Knowing how to use direct
debit
Grouped e2.4.1. Grouping electronic services
services.
2.4.2. Knowing the advantages of
Listed advantages
electronic services
of e-services.
2.4.3. Knowing types of electronic
Explained
banking
differences of e2.4.4. Choosing recognition tools
3. Document
handling
Pension fund pillars.
Pension fund contract
of a respective stage.
document
3.3. Draft certificates for
customers
3.2. Handle
files
3.3.1. Demonstrating the filling in
applications for issuing certificates
3.3.2. Knowing bank fees for
certificate issuance
3.3.3. Demonstrating the filling in the
certificate
3.2.1. Grouping the documents in
terms of bank products.
3.2.2. Demonstrating the sequence of
document filling.
2.5.1. Grouping pension insurance
funds
2.5.2. Defining the differences
between pension fund pillars
2.5.3. Knowing the conditions of
pension fund contract drafting
3.1.1. Handling daily documents with
regard to transactions
3.1.2. Reconciling the statements with
everyday documents
2.4.5. Using recognition tools
2.4.6. Knowing the issuance
procedure of recognition tools
______________________________
Bank balance
accounts.
Notes on the
accumulative account.
Notes on the bank
account.
Grouping of
documents according to
the bank products.
Filing in the
documents.
3.1. Draft and approve
Reconciliation of a
daily statements
statement data with the
daily data.
Approval of a
statement.
2.5. Sell pension fund
service
Customer recognition
data and password tools.
banking types.
Chosen
recognition tools.
Explained use of
recognition tools.
Listed pension
fund types.
Explained
differences between
different pension
fund pillars.
Handled everyday
documents with
regard to
transactions.
The statement
verified.
Documents
grouped in terns of
bank products.
Documents filed
according to the
required procedure.
Filled in
application to issue
the certificate.
Listed bank fees
for certificate
issuance.
Filled in
certificate.