MiHelp Manager at MiWay Insurance Limited

What will you do?

• The MiHelp Manager is responsible for the end-to-end operational management of the Emergency Call Centre. This role ensures that the MiHelp team delivers world-class assistance during high-stakes emergency situations (towing, roadside assistance, and emergency home services) while optimizing costs and maintaining strict adherence to service level agreements (SLAs). The Manager will lead a team of Team Leaders to drive performance, quality, and technical excellence.

What will make you successful in this role?

Minimum Qualification Required

• Grade 12 / Standard 10 / NQF 4.
• Relevant Management Qualification (Diploma/Degree in Business Management, Operations, or related field

Minimum Experience

• Minimum 5–7 years’ experience within a Short-Term Insurance (STI) or Emergency Logistics environment.
• Minimum 3 years’ experience in leadership capacity, specifically overseeing Team Leaders within a high-volume call centre.
• Proven track record in managing emergency service providers (towing, salvage, or emergency medical dispatch).
• Strong technical knowledge of the end-to-end claims lifecycle and how emergency assistance impacts loss ratios

Key Deliverables and Responsibilities

Operational Leadership and Strategy

• Translate the GM’s high-level strategy into actionable operational plans for the MiHelp department.
• Monitor real-time call centre metrics (ASA, Abandonment Rate, AHT) to ensure immediate response times for clients in distress.
• Manage departmental capacity planning and shift scheduling to ensure 24/7/365 coverage.

Performance and Team Management

• Lead, coach, and mentor MiHelp Team Leaders to ensure consistent performance across all teams.
• Oversee the Quality Assurance (QA) framework, ensuring that empathy and technical accuracy are balanced in every interaction.
• Drive a culture of accountability, performance, and continuous professional development.

Vendor and Service Provider Oversight

• Act as the secondary escalation point for service provider failures (towing companies, locksmiths, etc.).
• Collaborate with the GM and Procurement to evaluate vendor performance against SLAs.
• Ensure that the "on-the-ground" service matches the promise made by the call centre agent.

Financial and Risk Management

• Identify opportunities for cost-saving in emergency logistics by scrutinising vendor invoicing. 
• Maintain the departmental risk register and ensure compliance with TCF (Treating Customers Fairly) and POPIA.

Process Improvement and Reporting

• Analyze trends in emergency claims to identify process bottlenecks.
• Present comprehensive weekly and monthly reports on departmental KPIs to the General Manager.
• Drive system enhancement projects to automate manual tasks and improve the agent/client experience.

Competencies

• Decisive Leadership: Ability to make high-pressure decisions during catastrophe (CAT) events or major outages.
• Strategic Empathy: Understanding the vulnerability of a client in an emergency while maintaining business objectives.
• Data Literacy: Ability to interpret complex call centre data and convert it into actionable insights.
• Conflict Resolution: Highly proficient in handling high-level client escalations and internal team disputes.
• Stakeholder Management: Ability to communicate effectively with both frontline staff and executive leadership

Deadline to apply: 15 April 2026.