2025-7761 Deputy Team Lead

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).