Operations Team Lead | US Collections

Raylo; Belfast City District; In loco; GBP 55.000 - 75.000; Tempo pieno

Vantaggi offerti da questo lavoro

Equity options

Learning & Development budget

Hybrid working

33 days off

Parental leave

Childcare support

Descrizione del lavoro

Raylo Belfast seeks a Collections Manager to lead our US-hours collections team, handling arrears, payment plans, and escalations while guiding live casework with a hands-on, coaching style. You’ll shape shift patterns, ensure risk policy adherence, and partner with cross-functional teams to scale operations as US volumes grow.

You’ll report to the Head of Collections and drive performance, training and capacity planning in a fast-paced fintech/consumer finance environment.

Competenze

• 3+ years of relevant collections and team leadership experience.
• Live-domain mastery in collections with credit risk awareness.
• Player-coach approach leading from the front on live casework.
• Curiosity and modern tool literacy using data and AI to optimize shift performance.
• Clear, actionable communication for handovers and stakeholder updates.

Mansioni

• Run the night shift: lead a team of associates on a fixed, rotating pattern for the US customer base.
• Apply risk policy to make clear calls on complex cases (resolve, hold or escalate).
• Manage active casework across arrears, payment arrangements, and vulnerable customers.
• Coach and develop the team with real-time guidance and consistent decisions.
• Turn shift data into action by spotting trends, bottlenecks and training gaps.
• Partner with Collections leadership, Ops, Risk and Product to feedback learnings.
• Shape scalable operations by advising on capacity, shift patterns and tooling as US volumes grow.

Conoscenze

Leadership

Decision making under risk

Data literacy

Communication

Team coaching

Descrizione del lavoro

Before you read on: this role requires shift coverage between 1pm and 5am, including weekends, on a rotating basis, to cover US customer hours. This is a fixed requirement of the role.

Why We Exist

The world is moving away from rigid ownership models in favour of more flexible, affordable access. Yet the $1.5 trillion device market has barely moved.

Our mission is to transform how technology is bought, used and reused — creating better outcomes for customers, brands and the planet.

What We've Built

Raylo is the subscription infrastructure that enables leading electronics brands, including PlayStation, HP and Dyson, to move from one-off device sales to recurring subscription programmes that increase conversion, deepen loyalty and capture more lifetime value.

We have over $100m ARR, we’re profitable, growing fast, with over a quarter of a million subscriptions across consumers and small businesses. Customers trust us too, with a 4.5/5 Trustpilot rating from more than 20,000 reviews.

For customers, the experience is simple: subscribe to a device, get support throughout, upgrade when you want, and return it when you’re done. Behind that sits an AI-powered operating system that executes and manages device subscriptions end to end: credit and fraud decisioning, lifecycle operations, and the financing engine that enables brands to run subscription programmes at scale.

Brands can unlock a powerful new growth engine with Raylo across embedded checkout, Raylo.com and the customer app — converting more DTC customers, reaching subscription-first demand, and driving repeat upgrades that compound customer lifetime value.

The impact of our circular model is big. We cut emissions per device by around 50% compared to buy-and-discard. We’re B Corp certified, backed by Macquarie, NatWest and Channel 4 Ventures, and recognised by Tech Nation’s Future Fifty.

How We Work

AI is changing what small, ambitious teams can build. Companies that embrace it will define the next decade.

Raylo is uniquely placed to benefit. We combine proprietary technology and data with the orchestration of physical assets, operating across credit, fraud, pricing, logistics, refurbishment, resale and customer care. With AI improving every cycle, our moat deepens with scale.

At Raylo, AI is woven into how we work every day. We don’t ration access or hedge our bets. Our people use the best models and tools, and we expect them to do things that weren’t possible a year ago. Processes that used to be good enough are being rebuilt. Teams are replacing spreadsheets with bespoke tooling, and anyone can query our data layer in plain English and get a real answer in seconds.

We give every team their own hackathon: a chance to step back, start with a blank sheet, and ask: if we were starting today, how would we do this?

The more we automate, the more human judgement matters. AI gives people back time, and we expect them to spend it on the things no model can replicate: conversations, trust, craft and team judgement.

We hire to a high bar. You’ll work with people who push you, raise your game and expect you to do the same. We want every person at Raylo to do the best work of their lives, and enjoy doing it.

Our Core Values

Be deeply curious: We thrive on innovation through diverse approaches, views, and people.

Walk in your customer's shoes: To build the best products and make the best decisions for the long term, we must figure out what our customers need, not just what they want.

Focus and execute: We have a big vision, but we believe in nailing the most important problems first.

Be gritty: Only gritty teams succeed. Our individual ownership, passion, and perseverance mean we're a team through thick and thin.

What to Expect

As Collections Manager at Raylo, you’ll join our Operations team in Belfast to establish and lead our first US-hours Collections team, playing a critical role in supporting customers and expanding into the US market.

Reporting to the Head of Collections, you’ll manage a team of Associates while directly handling live casework, including arrears, payment arrangements, Debt Collection Agency-bound accounts, and vulnerable customers. You will drive shift performance, coach your team, handle escalations, and manage handovers to the UK team.

You will take ownership of setting up the shift, onboarding initial team members, and refining processes. As the US portfolio grows, you'll use operational data to optimize capacity and workflows to scale servicing effectively.

What You'll Do

• Run the night shift: Lead a team of Associates on a fixed, rotating pattern dedicated to the US customer base
• Own decisions: Apply an established risk policy and standards to make clear, well-reasoned calls on complex or borderline cases - knowing when to resolve, hold or escalation.
• Maintain a hands-on approach: Manage active casework across arrears, payment arrangements, Debt Collection Agency-bound accounts, vulnerable customers and disputes.
• Coach and develop your team: Work side by side with Associates on live cases, providing real-time guidance and building consistent decision-making quality across the cohort.
• Turn data into action: Use shift data to spot emerging portfolio trends, process bottlenecks and training gaps.
• Partner cross-functionally: Work closely with Collections leadership, Ops, Risk and Product to feed shift learnings back into core processes and tools.
• Shape scalable operations: Provide ground-level feedback on capacity, shift patterns and tooling as US volumes grow

You'll Succeed With

• 3+ years of relevant experience - in collections and team leadership, with an understanding of credit risk or insurance decisioning, ideally within a fast-paced fintech or consumer finance environment.
• Live-domain mastery - deep collections expertise with the confidence to make sharp decisions and an understanding of how it intersects with credit risk and insurance.
• Player-coach approach - you lead from the front, taking on live casework alongside your team while raising their bar, coaching in real time, and driving high standards across the shift.
• Curiosity and modern tool literacy - you naturally leverage data, AI, and smart tooling to spot emerging risk patterns, streamline manual workflows, and optimise shift performance.
• Communication - you can distill complex risk signals into tight handovers and deliver transparent, actionable feedback to team members and stakeholders alike.
• Total commitment to the US night operation - You'll work a rotating 4 days on, 4 days off shift pattern, with shifts falling between 1pm and 5am, including weekends.

We're not looking for you to meet every point on this job description - if you're excited about this role and think you'd thrive at Raylo, we'd love to hear from you.

Career Growth

• Career Growth: Fast-track your career - 40% of our employees progress every review cycle (bi-annually)
• Equity: Stock options for all employees
• Learning & Development: L&D budget to support the skills you value
• Hybrid Working: 3 set days in the London Bridge Office (Monday, Wednesday & Thursday)
• Flexible Time Off: 33 days off, your way – 25 days + 8 bank holidays with full flexibility to use on the days that mean the most to you
• Parental Leave: Enhanced maternity, paternity, adoption or shared parental leave, if you've been with us for 12 months
• Childcare Support: Workplace nursery scheme for major cost savings

Hiring Process

We move quickly and we'll aim to give you the best candidate experience possible. It starts with a 15-minute call — no prep needed. If there's a fit, we move fast, every stage has a purpose, and we'll tell you what we're looking for at each one.

If there's anything we can do to support you through the process, whether that's adjustments or anything else, please let us know.

*As an FCA-regulated business, we conduct background checks (DBS and AML) on all successful candidates who are offered a position at Raylo during the onboarding process.

Diversity & Inclusion at Raylo

At Raylo, we celebrate diversity and are committed to creating an inclusive workplace where everyone can thrive. We welcome people of all backgrounds, experiences, and perspectives, believing they make us stronger.