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.

Skills Required