If you want to work in frontline management and be an effective team leader who can improve profitability and strategic outcomes, this online professional development program is ideal for you.
The Certificate of Frontline Management will provide you with the skills and knowledge required by supervisors, team leaders and operational managers. You will learn how to develop key result areas (KRAs) and key performance indicators (KPIs) and standards.
In this frontline management course you will also learn how to manage quality customer service, manage budgets and financial plans and manage people performance. You will discover the strategies critical to developing teams and individuals and how to promote team effectiveness.
On successful completion of this course, you will feel confident to manage frontline operations and apply your newly acquired leadership skills to improve profitability and performance for a company or organisation.
Course Structure
Unit 1 - Manage business operational plans
- Establish operational plan
- Resource requirements
- Stakeholder consultation
- Developing contingency plans
- Explain plan to work teams
- Recruitment and induction
- Acquisition of physical resources
- Intellectual property
- Monitor profit and productivity plans
- Managing under performance
- Gap analysis
- Performance reviews
- Support for individuals and teams
- Variations to operational plans
- Approval process
- Proposal development
- Budget and financial forecasts
- Documenting performance
- Developing KPI’s
- Quantifiable performance objectives
- Timely reporting
- Operational plans
- Legislation and regulations
- Fair trading laws and work health and safety
Unit 2 - Lead team effectiveness
- Achieving team outcomes
- Team roles and objectives
- Vision and missions
- Team structure
- Develop team cohesion
- High performance teams
- Team input
- Encourage responsibility
- Diversity and team effectiveness
- Evaluatations
- Team feedback
- Team leader’s role
- Facilitate team work
- Leadership credibility
- Liaise with management
- Communication
- Productivity reporting
- Role responsibility
- Team follow-up
- Standards
- Poor performance
Unit 3 - Manage organisational customer service
- Identify customer service requirement
- Integrate customer feedback into the business plan
- Resource planning
- Deliver product/service according to customer specifications
- Constraints
- Product quality
- Legislation and regulatory requirements
- Monitor and assess team performance
- Procedures, polices and measurement criteria
- Performance management and measurements
- Support colleagues to meet customer service standards
- Leadership and supervision
- Training, coaching and buddy systems
- Targets and standards
- Monitoring strategies
- Collecting customer feedback
- Managing complaints
- Addressing problems promptly
- Record keeping systems
- Key principles of public relations
Unit 4 - Manage budgets and financial plans
- Access budgets and clarify financial plans
- Evaluating a budget
- Clarify financial plans
- Negotiate changes to financial plans
- Contingency plans
- Communicating budgets and plans to team members
- Responsibility accounting
- Providing support to others
- Systems and training
- Monitor expenditure and control costs
- Reporting the budget and expenditure
- Graphs and charts and extracting information
- Reviews and improvements
- Analysis variances
- Improvements to financial management processes
- Implementing and evaluating improvements
- Basic accounting principles
- Accounting systems
- Debits and credits
- The account equation
- Accrual accounting
- Types of budgets and financial plans
- Legislation and ATO requirements
- List of taxation types
- Financial record keeping
- Records required by ATO
- Auditing and legal requirements
- Managing work teams
Unit 5 - Manage people performance
- Work allocation and resources available
- Primary stakeholders
- Develop work plans
- Operational plans
- Organisational and strategic plans
- Key performance indicators (KPI’s)
- Agreement and measurement
- Risk analysis
- Contingency planning
- Review performance management processes
- Management and staff training
- Electronic review process
- Monitor and evaluate performance
- Coaching
- Managing poor performance
- HR procedures
- Document feedback
- Structured feedback sessions
- Performance improvement and develop plans
- Planning, negotiations, plans and records
- Causes of poor performance
- Support mechanisms
- Responding to underperforming individuals
- Performance counselling
- Reinforcing performance excellence
- Giving positive feedback
Unit 6 - Demonstrate leadership in the workplace
- Management performance
- The role of a manager
- Organisational requirements
- Qualities of positive management performance
- Modelling behaviours
- Positive attitude, being enthusiastic, accepting responsibility
- Reasons workers rely on management
- Performance plans
- Performance management plans
- Evaluations and performance management systems
- Linking PM with organisational goals
- KPI’s
- Performance gaps
- Setting standards
- Organisational standards and values
- Vision and mission statements
- Positive behaviours
- Building and maintaining trust with team
- Culture and credibility
- Managing issues and problems
- Internal and external information
- Using information
- Data collection
- Quantifiable data and qualitive data
- Generating useful information
- Checking information
- Decision making processes
- Participatory decision making
- Involving employees in decision making
- Assessing risks
- Implementing decisions
- Preparing action plans
- Monitor implementation
- Process controls
- Six basic leadership theories
- Common leadership styles
Unit 7 - Support the learning and development of teams and individuals
- Collect performance information
- Individual and team learning development needs
- Conducting a skills audit
- Training needs analysis (TNA)
- Organisational policies, plans and procedures
- Confirm learning plans meet needs
- Designing learning plans
- Self-evaluation for areas on improvement
- Self-assessment against job specification
- Competence and types of knowledge
- Determining learning plan goals and objectives
- Techniques for team development and improvement
- Adult learners
- Learning style preferences
- Delivery methods
- Elements of learning and facilitation
- Effective learning requirements
- Theoretical learning
- Manage relevant resources and timelines
- Monitoring and learning
- Identify improvements
- Record outcomes
- Maintain records and reports of competency
Study Hours
Estimated duration 100 hours
Course Delivery and Start
Start anytime, self-paced and 100% online
Assessment
Assessment will be comprised of written exercises, including short-answer questions, reflective tasks, short reports and/or projects. There are no examinations or due dates for assessment. As a result, you can complete training in your own time and at your own pace with the assistance of unlimited tutor support.
Testimonials
I enjoyed the course very much and the way it was set out made it easy to do it step by step.
S. Kay, NSW | Certificate of Frontline Management
I found the experience very satisfying; the learning process has really helped my career and my knowledge has improved. Each module was well written and explained, with the assistance available when required, which eased any worries that I may have had.
I look forward to implementing my new skills with my organisation.
J. Bull, Bayswater, VIC | Certificate of Frontline Management
A positive experience with knowledge gained that will stand me in good stead in my current job
L. Bevan, Grays Point, NSW | Certificate of Frontline Management
The course suits my career and I’ve learned so much that would help me to improve on my current job as a supervisor.
C. Aipmuku, Papua New Guinea, Kimbe, West New Britain Province | Certificate of Frontline Management
Graduation
A Certificate of Attainment and Statement of Results will be issued upon successful completion of this course.
How to Enrol
Enrol Online: Click Add to Cart/View Cart on the course page.
Enrol via Live Chat (Business Hours)
Enrol via Telephone 1300 76 2221 (Business Hours)
Enrol via Purchase Order/Tax Invoice
Enrolling Multiple Staff?
To enrol multiple staff, please complete the Employer Enrolment Form. We’ll be in touch within 60 minutes during business hours!
Payment Options
Visa, Mastercard, BPAY and Direct Deposit.
Course FAQs
Why Choose Australian Online Courses?
- Professional development that is widely recognised and respected;
- Improve your employment opportunities;
- Study online, anywhere via our elearning system;
- High-quality professional development programs written by industry experts;
- All course materials provided online – no textbooks to buy;
- Unlimited tutor support via email;
- We offer twelve (12) months’ access, with extensions available upon application (fees apply);
- Course may be tax deductible; see your tax advisor.
Are there any entry requirements or pre-requisites?
There are no course or subject pre-requisites for entry into our programs. However, our professional development programs are generally intended for people over the age of 18. In some circumstances, enrolments from younger people may be considered. Please complete the AOC Parent Guardian Consent Form prior to enrolling and submit here.
When can I start this course?
You can start within 60 minutes during business hours when you enrol and pay in full with a credit card!
Credit card: Within 60 mins during business hours.
BPAY: Within 1-2 working days.
Internet Banking: Within 1-2 working days.
Cheque/Money Order: Upon receipt of mailed cheque.
How is this course delivered?
This course is delivered online via our easy-to-navigate Learning Management System (LMS), where you will discover interactive online learning/written content, resources and assessment.
Do I need to attend classes or undertake any work placements?
No. All courses are delivered online via our LMS and there are no work placement requirements in this course.
What support can I expect from Australian Online Courses?
Unlimited tutor support is available throughout your studies via email only during business hours Monday to Friday. Our Administrative team are available Monday to Friday via email, live chat and telephone.
I am an international student. Can I enrol into this course?
Yes! We accept enrolments from individuals both within Australia and internationally; location is no barrier to entry into our programs.
Career Pathways
Future growth
Strong
Unemployment
Low
- Frontline Manager
- Retail Supervisor
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