Customer Resolutions Manager at MiWay Insurance Limited

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