NIBAF Pakistan is set to conduct a specialised executive training workshop focused on contact center management and customer service operations in the digital banking environment. The programme, titled “Call Center Excellence: Leading High-Performance Contact Centers in the Digital Era,” will be held at the NIBAF Pakistan Islamabad Campus on November 18, 2026, bringing together professionals responsible for managing customer contact operations and digital financial services support.
The one-day workshop will run from 9:00 AM to 5:00 PM, with the training investment set at PKR 18,000 plus applicable tax per participant. The programme is designed around the changing role of contact centers as banks, fintech companies and other financial service providers increasingly rely on digital channels to interact with customers. Effective contact center operations have become an important part of customer experience, service quality and the management of digital financial products.
NIBAF Pakistan has identified a broad group of professionals as the target audience for the programme. This includes call center managers and heads of contact centers, team leads, shift supervisors and floor managers. Quality assurance professionals and customer experience specialists are also among the intended participants, along with digital banking and fintech support staff. The programme additionally targets customer service compliance professionals, internal auditors and alternative delivery channel management trainees.
The workshop will be facilitated by Omer Afzal, a digital financial services leader and corporate trainer with more than 20 years of experience in digital transformation, product innovation and revenue growth. His professional expertise spans several areas of the financial technology ecosystem, including mobile banking, fintech, payment gateways, payment applications, point-of-sale networks and digital wallets.
According to NIBAF Pakistan, Afzal is an experienced industry practitioner who has conducted interactive workshops at the institution. His training approach focuses on connecting complex digital operations with practical execution at the team level. This approach is particularly relevant for contact center teams, where operational procedures, customer interactions, service quality and digital financial products need to work together effectively.
The expansion of digital banking and fintech services has increased the importance of contact centers beyond traditional customer complaint handling. Support teams can play a role in assisting customers with digital products, resolving service issues, maintaining communication standards and supporting compliance requirements. As financial institutions introduce more mobile banking services, payment applications and wallet-based products, contact center teams also need to understand the operational environment surrounding these channels.
The workshop is scheduled to take place on November 18, while November 17, 2026, has been set as the last date for nominations. Interested organisations and professionals can contact NIBAF Pakistan for registration and nomination details through registration@nibaf.gov.pk and marketing@nibaf.org.pk. The institute has also provided 021-35277511 and 051-9269850 for inquiries, while WhatsApp registration assistance is available at 0303-0652963.
Through the executive workshop, NIBAF Pakistan is offering professionals involved in customer-facing financial services an opportunity to focus on contact center performance, digital operations and customer experience. The programme is particularly relevant for banking and fintech teams managing increasingly digital customer journeys and seeking to strengthen operational execution across contact center functions.
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