US Night Collections Lead | Shift Coach & Growth

Story Terrace Inc.; Belfast City District; Hybrid; GBP 45,000 - 65,000; Full time

Benefits offered by this job

Career growth

Device lease

Healthcare

Equity

Learning & Development

Hybrid working

Flexible time off

Parental leave

Childcare support

Job summary

Raylo in Belfast is hiring a Collections Manager to lead the US-hours collections team from our Belfast office. You will manage live arrears cases, set shift processes, and coach Associates to deliver consistent decisions.

The role requires 3+ years of collections leadership, strong risk judgment, and the ability to use data to improve capacity and workflow as US volumes grow. We offer a hybrid setup with four Belfast office days and a range of benefits.

Qualifications

• 3+ years leading teams and managing inbound/outbound contact centre operations.
• Deep collections expertise with risk/credit considerations.
• Leader who coaches while handling live cases.
• Data-driven with familiarity with AI and tooling to spot risk patterns.
• Strong communication and clear handovers across shifts.
• Commitment to the US night operation.

Responsibilities

• Run the night shift: lead a team on a fixed, rotating pattern dedicated to the US customer base.
• Own decisions: apply risk policy to make clear calls on complex cases.
• Maintain hands-on casework across arrears, payment arrangements, and vulnerable customers.
• Coach and develop your team with real-time guidance.
• Turn data into action: spot trends, bottlenecks, and training gaps.
• Partner cross-functionally to feed learnings back into processes and tools.
• Shape scalable operations as US volumes grow.

Skills

Collections experience

Credit risk

Team leadership

Data literacy

AI tooling

Communication

Problem solving

Operational coaching

Tools

AI tools

Job description

Raylo in Belfast is hiring a Collections Manager to lead the US-hours collections team from our Belfast office. You will manage live arrears cases, set shift processes, and coach Associates to deliver consistent decisions.

The role requires 3+ years of collections leadership, strong risk judgment, and the ability to use data to improve capacity and workflow as US volumes grow. We offer a hybrid setup with four Belfast office days and a range of benefits.