Schedule: Mid Shift
The role of Deputy team leader provides a first step into the Claims Operations Management team. It is an opportunity to learn new skills, embrace career development and utilise opportunities to learn ‘on the job’. It is important to note that the competencies and measures below are not expected at entry level to this position but are the foundation of the overall requirements once training is signed off. (6-12 months)
The Deputy Team Leader supports the delivery and oversight of daily operations within the GSO Claims Teams. Working closely with the Team Leader, this role helps to ensure that volumes are managed effectively, SLAs are met, and quality standards are maintained. The Deputy Team Leader acts as the first point of escalation for day-to-day issues, provides guidance to analysts, and supports the development of the team through coaching and feedback. This role also contributes to intake forecasting and resource planning, including PTO coordination, to help balance workloads and maintain service delivery. Sitting at a similar level to the Claims Trainer, the Deputy Team Leader provides broad exposure across BAU (Business as Usual) service lines, projects, and leadership responsibilities, making it a key stepping-stone toward full Team Lead positions.
Reporting Line
Reports directly to the GSO Team Leader, with functional oversight from the Claims Operations Manager in London.
Career Path
This role offers a pathway to broader leadership opportunities within GSO, including Team Lead roles.
Job Responsibilities:
Operational Success
- Smooth daily workflow management and escalation handling. (95% of escalations resolved by the Deputy Team Leader with overview report for the Team Lead; all escalations resolved within 3 working days).
- SLA (Service Level Agreement) adherence and reporting consistency across the team. (Measured by agreed SLA adherence metric).
- Proactive intake forecasting and resource planning, ensuring adequate coverage during PTO (Paid time off) and high-volume periods. (Weekly forecasts produced and reviewed; zero instances of unplanned service disruption due to uncoordinated PTO).
Improved team capability and engagement through coaching and support. (100% of Team members receive 1:1 meetings/coaching feedback per quarter including goal review and progress to date).
Required Skills:
Operational Oversight
- Support the Team Leader in monitoring daily workloads, SLA adherence, and exception handling.
- Act as the first point of escalation for operational queries, resolving issues where possible and escalating further if required.
- Monitor quality trends and provide feedback loops to analysts.
- Prepare or support in preparing reporting inputs and updates for leadership.
Forecasting & Resource Planning
- Contribute to intake forecasting to anticipate demand and plan workloads accordingly analysing recent trends and flagging expected spikes in volume.
- Support resource planning activities, including balancing workloads across cross-trained staff.
- Track and coordinate PTO, ensuring coverage is maintained within the team and across service lines.
- Raise resourcing risks early (e.g. overlapping PTO, unexpected sickness, or forecasted intake surges).
People Support & Development
- Provide day-to-day guidance and coaching to analysts, supporting skill development and performance improvement.
- Participate in induction and training of new joiners, alongside the Trainer and Team Lead.
- Help to foster a collaborative and accountable team culture.
Stakeholder Engagement
- Liaise with other GSO service lines to coordinate workloads, resolve cross-team issues, and share best practices.
- Act as a point of contact for offshore–onshore queries in the absence of the Team Lead.
- Support communication of operational updates, process changes, or leadership messages to the team.
Leadership Support
- Provide cover for the Team Lead during leave or absence.
- Contribute to improvement initiatives and projects, ensuring that the team’s perspective is represented.
- Support the implementation of new processes or systems, ensuring team adoption and compliance.
Ownership of Transitioned Work
Ownership of work transitioned from the Onshore Management Team ensuring knowledge transfer, process documentation, and sustained delivery to agreed standards.
Desired Skills:
Technical Capabilities
- Strong understanding of claims operations and service line processes.
- Ability to manage competing priorities in a high-volume environment.
- Sound judgement when escalating issues or making operational decisions.
System Proficiency Level Required (R) / Optional (O)
Iris 4 R
SSP Pure 4 R
ECF 4 R
CC10 4 R
Workday 4 R
Decision Focus 4 R
Microsoft Excel 4 R
Microsoft Word 4 R
General Capabilities & Soft Skills
- Workflow management/SLA Adherence, People Management, Resource and Capacity Planning, Reporting, and Query Management.
- Professional communication and interpersonal skills, with the ability to influence and motivate.
- Emerging leadership skills: coaching, conflict management, and team engagement.
- Ability to provide constructive feedback and encourage accountability.
- Organised and proactive, with the ability to balance BAU oversight, forecasting, and resource planning responsibilities.
- Prior insurance or financial services background preferred.
- Prior experience mentoring, supervising, or leading small teams advantageous but not essential.
- Business-related courses desirable.