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?
Responsible for assisting in a variety of assigned legal projects. Acts as counsel on basic issues involving company compliance with governmental and regulatory standards. Reviews legal documentation and provides professional advice on appropriate action in a variety of legal matters, including criminal, labour and/or civil litigation. This service may include telephonic consulting in a call centre environment and might be required to be conducted in any of the relevant country's languages. Reviews legal documentation and provides advice on appropriate action. May coordinate legal matters requiring external legal assistance.
Position Purpose
To lead and oversee Miways internal dispute resolution framework, ensuring the timely, fair, and consistent handling of complaints and disputes. The role is pivotal in safeguarding client trust, regulatory compliance, and continuous service improvement.
Qualifications & Experience

• Bachelor's degree in Law (postgraduate preferred)
• Admitted attorney (advantageous)
• Minimum 5-8 years in complaints resolution
• Management experience (advantageous)
• Experience in short-term insurance

Key Responsibilities
1. Dispute Resolution Management

• Oversee the full complaint lifecycle: receipt, categorization, investigation, resolution, and feedback.
• Ensure all internal disputes are managed in alignment with internal rules, TCF (Treating Customers Fairly) principles and regulatory frameworks.
• Escalate unresolved or high-risk matters appropriately and monitor systemic issues.

2. Governance & Compliance

• Ensure adherence to internal policies, legal requirements, and industry codes and practices.
• Liaise with the Head of Governance and on complex and high risk matters.
• Contribute to audit preparedness and support regulatory reporting relating to disputes.

3. Reporting & Insights

• Prepare accurate and insightful reports for relevant governance forums.
• Maintain dashboards and heat maps to track complaint trends, root causes, and corrective actions.
• Identify opportunities for policy and process improvement.

4. Stakeholder Engagement

• Collaborate with internal departments to ensure coordinated responses.
• Represent the company's best interests while promoting fair outcomes for clients.
• Engage constructively with regulators, industry bodies, and ombuds services.

5. People Leadership

• Manage and develop the dispute resolution team, fostering Miway values and culture, conduct outcome, fairness, accountability and continuous improvement.
• Provide coaching and mentoring, and support succession planning.

6. Training & Communication

• Drive internal awareness of dispute resolution protocols and regulatory obligations.
• Facilitate staff training on complaints handling, communication tone, fair customer outcome.

Key Skills & Competencies

• Strong understanding of insurance legislation and Ombudsman precedent
• Excellent analytical and investigative abilities
• Outstanding communication, conflict resolution, and stakeholder management skills
• Emotional intelligence and sound judgment
• Proficiency in Microsoft Office and reporting tools

Knowledge and Skills
Risk Management
Compliance and legal projects management
Legal advice
Legal advice and documentation reviews
Coordinates legal action that may require external legal assistance
Personal Attributes
Business insight - Contributing through others
Builds networks - Contributing through others
Manages complexity - Contributing through others
Persuades - Contributing through others
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
Being resilient - Contributing through others
Collaborates - Contributing through others
Courage - Contributing through others
Cultivates innovation - Contributing through others
Customer focus - Contributing through others
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: 30 JULY 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.