Jean Rival Mavac
Dagotiere
Summary
Dynamic leader with a proven track record at Absa Mauritius Bank Ltd, enhancing customer experiences and operational excellence. Spearheaded digital transformations and strategic planning, boosting CX scores by 15%. Expert in project management and team leadership, with a knack for process optimization and stakeholder engagement. Achieved significant improvements in service quality and efficiency.
Overview
18
18
years of professional experience
Work History
Business Process Manager
Orange Business Services Ltd
01.2024 - Current
- Operationalized processes for designated product launches, ensuring smooth lifecycle management and optimized customer journeys
- Conducted UAT testing and team training, applying agile project management (SAFe)
Customer Experience Business Partner – Business Banking
Absa Mauritius Bank Ltd
01.2021 - 01.2023
- Improved CX scores by 15% within one year through team coaching, complaint resolution, and strategic initiatives
- Implemented pooling structure and operational framework, enhancing remote banking services
- Mapped and optimized 60+ processes, built workflows, and achieved 100% first-day complaint resolution
Service Quality Officer/Culture Supervisor
Barclays Bank Mauritius Ltd / Absa (Mauritius) Ltd
01.2009 - 01.2020
- Led digital projects, including internet banking and e-forms, enhancing customer touchpoints
- Boosted NPS by 15% and reduced complaint resolution time by 20%
- Developed and monitored customer experience strategies, achieving a 30% improvement in service quality scores
- Managed supplier relationships, securing a 10% cost saving in annual contracts
Founder
Media Arts Ltd
08.2014 - 08.2015
- Developed and implemented a comprehensive business plan to launch the company.
- Created and managed the company's financial budgeting, forecasting, and reporting systems.
- Conducted market surveys and developed new products, increasing market penetration by 40% within advertisers.
- Led a team of four, fostering a high-performance culture.
- Led marketing efforts, including brand development, digital marketing strategies, and public relations campaigns.
Collection and Recoveries / Welcome Call Agent
Barclays Bank Mauritius Ltd
01.2007 - 01.2009
- Improved collection rates by 25% and promoted credit card usage, increasing sales by 10%
Education
Master - Finance
Sorbonne Business School (Université Paris 1 Panthéon Sorbonne)
01.2018
Executive Master - Marketing
University of Paris Dauphine
France01.2017
Bachelor of Science - Data Science And Artificial Intelligence
Open University
MauritiusPartly Qualified ACCA -
11.2024
Certified Process Professional -
BP Group
01.2022
Certificate - Treasury Management
FSI in collaboration with Barclays Bank
01.2019
Certificate - Banking Operations and Financial Services
K-Art
01.2009
Skills
- Project Management
- Customer Experience (CX) Improvement
- Digital Transformation
- Strategic Planning, Operational Excellence
- Process Optimisation
- Team Leadership
- Stakeholder Management
- Business process reengineering
- Process automation
- Lean & Customer Journey Mapping
Personal Information
Nationality: Mauritian
Backgroundmotivation
With extensive experience in banking and a strong background in service quality and customer experience, I have successfully led various CX improvement initiatives, digital transformation projects, and strategic action plans. I have a proven track record of enhancing customer satisfaction, optimizing processes, and driving operational excellence. I am eager to bring my diverse skill set and passion for excellence to your team, contributing to the success and growth of your organization.
Affiliations
- Adept of Martial Arts
- Love guitar and singing
Accomplishments
- Selected in the Barclays Talent Pool 2016 following psychometric test by SHL England.
- Winner of Barclays Eagle Award in the category pioneer for having produced a one pager automated excel dashboard.
- Lean Methodology White Belt Certification,
- Accredited Complaint Handler,
- Attachment in Compliance for Application Review.
- Certificate in Treasury Management from Barclays
References
References available upon request.
Timeline
Business Process Manager
Orange Business Services Ltd
01.2024 - Current
Customer Experience Business Partner – Business Banking
Absa Mauritius Bank Ltd
01.2021 - 01.2023
Founder
Media Arts Ltd
08.2014 - 08.2015
Service Quality Officer/Culture Supervisor
Barclays Bank Mauritius Ltd / Absa (Mauritius) Ltd
01.2009 - 01.2020
Collection and Recoveries / Welcome Call Agent
Barclays Bank Mauritius Ltd
01.2007 - 01.2009
Master - Finance
Sorbonne Business School (Université Paris 1 Panthéon Sorbonne)
Executive Master - Marketing
University of Paris Dauphine
Bachelor of Science - Data Science And Artificial Intelligence
Open University
Partly Qualified ACCA -
Certified Process Professional -
BP Group
Certificate - Treasury Management
FSI in collaboration with Barclays Bank
Certificate - Banking Operations and Financial Services
K-Art
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