Job Description

Who are we?

MiWay is a direct financial services company. We are passionate about service excellence, convenience and offering our clients superior value products. Our Vision is to be a world-class direct financial services business that offers a complete array of services under one convenient umbrella - all managed online. We are positive that with the right people on board, we will continue to grow and give our clients the freedom to do things their way - free from worry and most importantly at peace with all the "what-ifs" of the world. Company values that every employee subscribes to are: Energy, Freedom, Accountability and Attitude. The ideal candidate is one who has the courage to be bold and subscribes to MiWay's core values! Do you have a positive attitude, love a challenge, treat your colleagues with respect and look for solutions, not problems? If yes, then MiWay is the place for you!

What will you do?

A Customer Resolution Manager is responsible for building and maintaining strong relationships between a company and its customers. This role involves understanding customer needs, resolving issues, gathering feedback, and implementing business strategies to enhance customer satisfaction and loyalty of the customer. This also extends to the quality assurance of processes and feedback given to customers. Quality assurance involves developing and implementing quality control procedures, conducting audits, and analysing data to identify areas for improvement and ensure compliance with regulations and standards.

What will make you successful in this role?

Minimum Qualification Required

Grade 12/Standard 10/NQF4

Management Qualification

Minimum Experience

Minimum 10 years in the STI Industry

Minimum 5 years Management Experience

Computer literacy (MS Excel, MS Word, MS PowerPoint and MS Outlook) essential

Solid knowledge and experience in handling Staff errors and Client complaints

Strong analytical skills

Deliverables include, but will not be limited to

To manage and oversee Customer Resolutions Team (Customer Resolutions team and QA teams)

Analyse data and identify trends

Manage stakeholder engagement with business

Identify individual and team training needs

Conduct training as required

Developing and implementing quality control procedures

Complaints underwriting to secure Data integrity and get to a speedy resolution of complaints

Support and mentor Customer Resolution Team Manager and QA Team manager

Keep attendance and other records (Coaching sessions/training interventions).

Conduct evaluations as part of root cause anaysis to identify areas of improvement.

Monitor employee performance and response to coaching/training interventions

Monitor complaints stats and provide regular feedback to business

Coach- Based on Business requirements

Provide relevant escalations and follow ups

Maintain complaints SOP and framework

Update policies and procedures as required for Complaints and QA

Responsible for ensuring disciplinary code and procedures are enforced

Compile weekly, monthly and quarterly reports as required

Competencies Required

Active listening skills

Attention to detail

Report reading skills

Ability to work well with a team.

Ability to multi-task and attention to detail

Excellent knowledge of Miway processes

Excellent communication skills

Excellent administrative skills

Problem solving skills and solution oriented.

Internal/External Customer focused.

Must be highly proficient in dealing with clients/ Stakeholders at all levels.

Self-disciplined and ability to work under pressure

Performance management experience

Ability to apply business rules and processes

Provide technical guidance to team members

Drive automation of manual processes

Knowledge and Skills

Drive leads and service targets
Call Centre control and reporting
Budget and expenses
Stakeholder communication
Management of employees

Personal Attributes

Builds effective teams - Contributing independently
Decision quality - Contributing independently
Directs work - Contributing independently
Plans and aligns - Contributing independently

Build a successful career with us

We're all about building strong, lasting relationships with our employees. We know that you have hopes for your future - your career, your personal development and of achieving great things. We pride ourselves in helping our employees to realise their worth. Through its five business clusters - Sanlam Fintech, Sanlam Life and Savings, Sanlam Investment Group, Sanlam Allianz, Santam, as well as MiWay and the Group Office - the group provides many opportunities for growth and development.

Core Competencies

Cultivates innovation - Contributing independently
Customer focus - Contributing independently
Drives results - Contributing independently
Collaborates - Contributing independently
Being resilient - Contributing independently

Turnaround time

The shortlisting process will only start once the application due date has been reached. The time taken to complete this process will depend on how far you progress and the availability of managers.

Deadline to apply: 11 December 2025.

Our commitment to transformation

At MiWay we believe in cultivating a positive and dynamic working environment that gives you freedom and opportunity to succeed. MiWay is committed to transformation and embracing diversity. This is what drives us to achieve a multicultural workplace with employment equity as a key goal to create an inclusive workforce, reflective of the demographics of our society.