Course Instructor:



Salman Sarwar Butt


Chairman Green Peak International

Salman brings with him over 25 years of rich and diversified experience in the Retail and Consumer Banking industry. This includes Branch Banking, Consumer Banking, Credit Risk, Alternative Delivery Channels Management and P&L Management.

He started his career with Citibank (Pakistan) in 1991 and rapidly progressed to positions of senior management. He served as Group Head of Consumer and Retail Banking as well as Acting CEO for Royal Bank of Scotland (Pakistan) where he was able to make valuable contributions by quadrupling the bank’s profits and making it a reference point for service quality in Pakistan.

Salman later served as Group Head of Consumer and Retail Banking at NIB Bank (Pakistan). This included management of the Priority Banking, Consumer Finance and Transactional Banking businesses through 140+ branches. In addition to this, he has also been part of international projects, holding senior management positions in Hong Kong and Indonesia.

Salman’s vast experience in the banking industry, stretching all the way from being a relationship manager to Acting CEO, allows him to understand the intrinsic dynamics of how business is done at both the branch level and at the corporate level. This, combined with his natural aptitude and passion for teaching, makes him an ideal instructor to transfer valuable knowledge and skills to those who are seeking to excel in the banking industry. It was for this exact purpose that Salman set up the Green Peak International Academy in 2011 and continues to lead it today.


Watch the highlights of our LIVE Webinar on Service Quality Management below:




Course Preview:


Service Concept:

Understand the importance of service quality and what it means from the perspective of the industry, the branch and the customer.


Key Service Indicators (KSIs):

The quality of service delivered at a branch must be measured using certain standards and criteria. Key Service Indicators (KSIs) are one of the main aspects supporting the delivery of service at a branch. Consistently high standards of service must be delivered to ensure that customers are pleased with their experience and engaged with the branch.


Complaint Management:

The way complaints are handled is a defining factor of the service delivery culture of any organisation. This section provides an in-depth analysis on why complaints occur and how they can be viewed in a positive manner. Learn a structured approach to how complaints should be resolved on the branch floor and through regular and effective coordination between employees, customers and management officials.



A customer’s loyalty is an important indicator of the long-term growth of the branch. Understand what customer loyalty means, how it is measured and how it can be an be improved. Its effects on the business development of the branch will also be discussed.


Service Quality Management Process (SQMP):

This section contains the actual management processes that must be followed to maintain an exceptional standard of service quality at a branch. The responsibilities of the branch manager are discussed in detail as well as which service quality management processes must occur on a daily and monthly basis to propel the growth of the branch.


Reward and Recognition:

Exceptional service must be incentivized to ensure that it is not only sustained but improved upon. Learn the importance of cultivating the right behaviors that create an atmosphere in which the consistent delivery of high-quality service by employees is not only recognized but rewarded.



A strong workforce must be equipped with the necessary knowledge and tools to perform their duties at an optimal level. This section includes areas that the branch manager must ensure their staff has been trained in to create an effective team of employees.




Virtual Training and Q&A Session: 3 - 4 hours
No. of Users per workshop: 20 - 30


For more information on this program, please contact:


Hassan Tariq: +92 333 3097108
Or call GPI Office: +92 21 35247108
Office Address: Office No 3, 2nd Floor, Tower 54-C, Small Shahbaz Commercial Lane 4, DHA Phase VI, Karachi

1. Service Quality Management

This module will cover the Program / Workshop contents & Material

Introduction to the Program

Service Concept

Key Service Indicators "KSIs"

Complaint Management


Service Quality Management Process

Reward / Recognition & Training


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