Motor Document Admin Manager at Santam Insurance

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?
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

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

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

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

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

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