Diana Tonc

Dynamic and results-driven professional with a proven track record at NAB, excelling in teamwork and communication. Recognized as a NAB Honouree 2023, I effectively managed high caseloads and facilitated training sessions, demonstrating strong organizational skills and critical thinking to enhance operational efficiency and achieve performance goals. Passionate about continual improvement, customer centricity and elimination of risk.

Submitted by Lidia Pieprzyk 

I wanted to take a moment to nominate Diana Tonc for NAB Honour and to express my sincere appreciation for her assistance and hard work that went into successfully completing our recent preparations in our team’s handover activities to NAB India within Domestic Payments and Investigations business unit. From planning to execution, everything was done with the utmost professionalism and attention to detail, and it shows.

With several challenges including an extremely very quick turnaround time Diana has utilised her subject matter expert knowledge to assist with preparation of offshoring activities to NAB India. The work instructions were required to be updated and a process was required to be established for quality controls framework, some of those tasks were outside of Diana’s duties. In a matter of few days the work instructions, training quizzes and quality controls questions had been completed to a high standard this had enabled our new colleagues to commence training without any delays. Diana has also travelled to India to support our new colleagues with training. During this time Diana was training NAB India teams in several functions, she also was facilitating training sessions for other teams and was also logging in after work hours to complete customer requests for direct debit cancellations, sometimes even completing overtime up to 12am, this is truly a testament of her dedication to customer service.

Diana’s unique skills, knowledge and expertise was instrumental to our success in transitioning functions to NAB India. Diana has also performed quality control checks post transition of functions to NAB India and has also provided ongoing support to our Infosys colleagues. As a result of Diana’s thorough training the output of quality of control checks was at a high standard of 98%.

During the last twelve months Diana was also involved in automation of a direct debit cancellations process where she has provided ongoing support to the project team.  This has also been noticed by our stakeholders across the NAB. Diana was able to assist the project team with process maps, work instructions, articulating customer impacts and Banking Code of Practice section 32 risk obligations. Diana’s professionalism, reliability, and commitment to quality work has been outstanding.

Her commitment to excellence is evident in every aspect of the work and her contributions are valued and appreciated, she has truly gone above and beyond to make a difference not only to our team but also across the NAB.