Room to Be Bold: Dhanushka's story

Empowered to lead and innovate

Dhan’s day-to-day role is a dynamic mix of leadership, coaching and problem-solving. Whether he’s in morning planning meetings, advising on high-priority member enquiries or mentoring consultants on the support queue, his focus is always on providing a duty of care to his team.

It’s a busy role with a lot of variety. Yet Dhan is always looking for ways to improve processes and experiences for the Contact Centre team, and for the nurses and teachers we serve.

One of his most significant achievements was identifying improvements to our member identification process. Rather than waiting for a directive, Dhan took the initiative to build a new system from scratch.

“I had to present the plan to key stakeholders in Risk and Digital, as well as the Head of the Contact Centre,” Dhan says. “It was my first time doing something so big, and I was scared, but I knew it was an impactful change that would make life easier for everyone.”

The result was a streamlined process that mitigated risk and significantly improved the consultant and member experience. For Dhan, this project shows how Bank First gives everyone the space to innovate and drive meaningful change, no matter their role.

“You’re not just stuck in your role here. You can go further and take the initiative on things you actually want to do. It was scary to lead something so big at first, but it all worked out in the end, and it’s been awesome to see it make such a difference for the team.”

Space to be you

Dhan describes the Contact Centre as a close-knit team where high performance and care go hand in hand. It’s a culture where people celebrate the wins and rally together during the challenges.

“We’re a frontline team, so we have to be strong and united, and that’s the culture we have created. We all get along really well, and no one feels out of place or alone. We include everyone.”

This connection is balanced by a workplace that understands life happens outside the office. Dhan is a big fan of Be You leave, which provides six extra days off each year, and the Be Well benefit for wellness activities. While these benefits are a great way to reset, Dhan says the real value lies in the respect Bank First has for his personal time once the workday is over.

“Once your shift ends, it ends. You can focus on your life,” he says.

For Dhan, this genuine respect for his life outside work is the ultimate proof that Bank First sees who he is, not just what he does.

“My advice to others is to take the leap,” Dhan says. “Know that you can be yourself and have the freedom to express who you are. At Bank First, you’re supported throughout your whole journey.”