The National Institute of Banking and Finance Pakistan has announced an upcoming professional development workshop titled Customer Centric Leadership at Branch Level, utilizing the hands-on LEGO Serious Play methodology. Scheduled to take place from August 11 to August 12, 2026, at the NIBAF Lahore Campus, the two-day face-to-face session aims to help commercial bank branch managers bridge the gap between high-level institutional strategy and frontline customer service execution. Designed as a structured capacity-building program, the initiative reflects ongoing efforts by Pakistani financial educational bodies to elevate service standards, operational alignment, and client satisfaction across the retail banking network.
The workshop specifically targets branch managers overseeing customer-facing personnel who seek to improve cross-functional team coordination, strengthen operational leadership, and deliver measurable improvements in branch-level customer engagement. By integrating the interactive LEGO Serious Play framework, the curriculum encourages participants to map customer journeys, identify operational bottlenecks, and explore how internal leadership behaviors directly influence customer satisfaction. Rather than viewing service quality strictly as a procedural issue, the course treats customer experience as an ongoing expression of branch leadership, offering participants practical tools to resolve recurring service issues and build shared operational goals.
The training session will be facilitated by Syed Sajid Ali, Director of Learning and Development at NIBAF Pakistan. An experienced economist with over 25 years of expertise in economic policy research and professional learning frameworks, Ali previously served at the State Bank of Pakistan, where he contributed extensively to national economic reporting and policy analysis presented to Parliament. In his current role, he leads strategic training programs and competency frameworks for central bank and commercial banking professionals, specializing in design thinking, policy frameworks, and experiential learning approaches to solve complex business management challenges.
With total training fees set at 36,000 rupees plus applicable taxes per participant, interested financial institutions have until August 10, 2026, to submit official nominations. As retail banking continues to evolve amid shifting consumer expectations and digital integration, continuous professional development for branch leadership remains essential for maintaining institutional trust and service excellence. NIBAF Pakistan expects the two-day program to provide branch managers with actionable leadership tools and customized action plans that can be deployed immediately across their respective branch networks to improve customer retention and operational efficiency.
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