Motor Document Admin Manager (Johannesburg, Gauteng, ZA)

CAREER OPPORTUNITY

This career opportunity is available at Motor Claims: Salvage Management Department and will be based in Parktown 

WHAT WILL YOU DO?

Santam’s Motor Claims division has an opportunity for a Documents Admin Manager, responsible for providing strategic and operational leadership of the document administration function across the salvage and claims environment.
The successful incumbent will oversee the end-to-end document lifecycle, ensuring that all required documentation supporting claims, salvage, and settlements is accurate, complete, compliant, and processed within agreed timelines. A strong focus will be placed on governance, audit readiness, operational efficiency, and service excellence to internal and external stakeholders.
The role requires close collaboration with internal departments such as Claims Operations, Salvage Management, Legal, Finance, IT, and Business Governance, as well as coordination with external stakeholders such as brokers, clients, finance houses, and service providers.
The incumbent will also play a key role in process optimisation, digital transformation, and continuous improvement initiatives within the document management space.

WHAT WILL MAKE YOU SUCCESSFUL IN THE ROLE?

1. Key Responsibilities
A. Operational Management
•    Oversee the full document administration lifecycle, including collection, verification, indexing, storage, and retrieval
•    Ensure all required claim and salvage documentation is accurate, complete, and processed within SLA timelines
•    Implement and maintain effective document control frameworks and workflows
•    Identify and resolve documentation backlogs and inefficiencies

B. People Leadership
•    Lead, coach, and develop a team of Document Administrators
•    Allocate workload, monitor performance, and conduct regular performance reviews
•    Drive a culture of accountability, quality, and continuous improvement
•    Ensure adherence to operational standards and policies
C. Compliance & Governance
•    Ensure compliance with FAIS, POPIA, TCF, and internal governance standards
•    Maintain complete and accurate audit trails for all documentation
•    Identify and mitigate risk and fraud exposure related to documentation gaps
•    Ensure audit readiness at all times

D. Stakeholder Management
•    Collaborate with internal stakeholders including Claims, Legal, Finance, and Assessing teams
•    Engage with brokers, clients, and service providers to resolve documentation queries and escalations
•    Ensure clear communication and efficient document flow across all stakeholders

E. Reporting & Continuous Improvement
•    Track and report on document turnaround times, quality metrics, and exceptions
•    Identify opportunities to improve process efficiency, automation, and accuracy
•    Drive the adoption of digital document management solutions

2. Key Performance Indicators (KPIs)
•    Document processing turnaround time
•    Accuracy and completeness of documentation
•    Audit and compliance results
•    Reduction in rework and documentation-related delays
•    Team productivity and service delivery standards

QUALIFICATIONS AND EXPERIENCE

Essential
•    Matric / Grade 12
•    Minimum 5–7 years’ experience in administration, document management, or claims environment
•    At least 2–3 years in a supervisory or managerial role
Preferred
•    Diploma or degree in Business Administration, Insurance, or related field
•    Experience in claims systems and document management systems (DMS)
•    Knowledge of insurance regulatory frameworks (FAIS, POPIA, TCF)

SKILLS AND COMPETENCIES

Technical Skills
•    Strong understanding of document control and governance frameworks
•    High attention to detail and accuracy focus
•    Analytical and reporting skills
•    Process optimisation and workflow management
Behavioural Competencies
•    Leadership and people development
•    Strong organisational and planning ability
•    Excellent communication and stakeholder engagement
•    Problem-solving and decision-making
•    Integrity and strong ethical standards
Team Leadership & Operational Management
•    Lead and manage the document administration team effectively
•    Drive high performance through coaching, mentoring, and feedback
•    Ensure consistent SLA adherence and service excellence

Stakeholder Relationship Management
•    Maintain strong relationships with internal teams and external stakeholders
•    Resolve escalations relating to missing or delayed documentation
•    Act as a central point of coordination for documentation matters

Operational & Risk Oversight
•    Reduce operational risk through strong document controls and validation processes
•    Minimise delays in claims processing caused by documentation issues
•    Support accurate and compliant claim settlement processes

WHO WE ARE

Santam is the market leader in the general insurance industry in Southern Africa. As a large, diversified, andexpanding company, we are committed to transformation and growth. While our headquarters are in SouthAfrica, we are rapidly extending our presence into emerging markets across Africa and Asia.
With a client base of over 1 million policyholders, Santam serves individuals, commercial enterprises, specialistbusiness owners, and institutions—including 80 of the Top 100 companies listed on the JSE. Our commitmentto Insurance, Good and Proper goes beyond just providing cover—we offer peace of mind, ensuring our clientscan focus on living in the moment, not worrying about the unexpected. Because at Santam, we believe thefreedom to seize every day is worth protecting.
People drive our business, and we are committed to attracting the best talent, whether for permanent roles orshort-term opportunities.
Santam is committed to diversity, inclusion, and belonging. As an equal opportunity employer, we encourageapplications from candidates of all backgrounds, including persons with disabilities. We are dedicated to neuro-inclusivity and fostering a workplace where everyone can thrive.
Take the next step in your career—apply now and be part of a company that’s shaping the future of insurance.This is Freedom!