Customer Resolutions Manager

Sanlam; Midrand; On-site; ZAR 60 000 - 80 000; Full time

Job summary

A prominent South African financial services group is seeking a Customer Resolution Manager to enhance customer satisfaction and manage the Customer Resolutions Team. The role requires a minimum of 10 years in the STI industry and 5 years in management, along with strong analytical and problem-solving skills. Responsibilities include managing complaints, conducting training, and ensuring compliance with quality control standards. The ideal candidate should be highly proficient in communication and capable of working under pressure in a fast-paced environment.

Benefits

Growth and development opportunities

Diversity and inclusion initiatives

Qualifications

• Minimum 10 years in the STI Industry.
• Minimum 5 years Management Experience.
• Computer literacy in MS Office essential.

Responsibilities

• Manage Customer Resolutions Team and QA teams.
• Analyse data and identify trends.
• Conduct training as required.

Skills

Active listening

Attention to detail

Report reading skills

Teamwork

Problem solving

Communication

Administrative skills

Client-focused

Self-discipline

Education

Grade 12/Standard 10/NQF4

Management Qualification

Tools

MS Excel

MS Word

MS PowerPoint

MS Outlook

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 analysis 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.