A natural problem solver, Maddy applies her passion to designing solutions for NAB employees.
Name: Milendra Dhakal
Your role: Quality Assurance, Operations Support, Wealth Operations
Region: Sydney, New South Wales
What’s your story?
Born and raised in Nepal, I came to Australia to further my studies. Having finished tertiary education in finance and accounting from the University of Sydney, I soon realised that neither of those areas are where my passion lies. In my mind, it was too far away from emotionally connecting with the customers on a day-to-day basis. So I joined the Operations team at NAB.
How have you made a difference?
I love connecting with customers and I love the fact that we are focused on what customers want. One of my proudest career moments was when I was in the Trustee Services team. In this team I connected with customers who were going through the most difficult of times. Some customers had recently experienced a death in their family or were managing a disability or terminal illness. This was a truly life changing experience for me. When I joined the team, our turnaround time for assessing a claim was approximately five to six weeks. I realised that one of the biggest reasons for this turnaround time was because the team was still using paper files. So I took them on a paperless journey. The turnaround for the team is now just eight business days. I realised that through this work, I had made a difference.
What are you passionate about?
Those who know me will know that I love going scuba diving. That’s in fact how I proposed to my now wife – underwater. It was great, different and somewhere we love spending a lot of time. I’m passionate about spending a lot of time with my wife, and more recently we’re passionate about being better people than we are now, especially before we start having children!