MiHelp Manager

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

1. 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.

2. 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.

3. 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.

4. 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.

5. 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

Knowledge and Skills

Personal Attributes

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

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: 15 April 2026. 

Our commitment to transformation