Senior Manager, Collections Operations JBLE1_NI

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 $90m ARR, were 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 youre 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, 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. Were B Corp certified, backed by Macquarie, NatWest and Channel 4 Ventures, and recognised by Tech Nations 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 dont ration access or hedge our bets. Our people use the best models and tools, and we expect them to do things that werent 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. Youll 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 customers 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 were a team through thick and thin. Your Team Raylo's growth is powered by consistent, recurring customer payments, making Collections critical to protecting both our financial performance and our promise to customers: great technology without the burden of ownership. This is a brand-new role, giving you the opportunity to build our Collections capability from the ground up, shaping the strategy, systems, processes and standards that will define the function as Raylo scales. We're looking for someone with deep, hands-on collections expertise who is equally comfortable using data and analytics to drive performance and improve outcomes. Reporting to the Head of Collections, you will be the Senior Manager leading a high-performing Collections function, playing a pivotal role in scaling the team alongside our expanding customer base. You will be hands-on from day one, overseeing DCA placements, regulatory reporting, customer communications and the transition to a new operating model. This is a role for someone who wants to build, lead and make a real impact, not simply manage from the sidelines. What Youll Do Lead, coach and scale the Collections function Own day-to-day performance, workload management and team development, while building a scalable structure and succession framework for future growth Own arrears and recovery operations Manage arrears blocking, coordinate Debt collection agency placements, and oversee regulatory Credit Reference Agency (CRA) reporting end-to-end. Drive customer communications for arrears Tailor messaging to each customer's situation, run structured tests, measure ROI, and feed results back to stakeholders across the business, rather than simply signing off on what already exists. Collaborate across the business Work closely with Data Engineering, Strategy & Analytics, and Finance, and manage relationships with external recovery partners. Be hands-on with the data Go deep into collections data and analytics to drive performance and improve outcomes. Lead the operating-model transition Mentor managers and support the wider team to work effectively within the existing operating model. Youll Succeed with 58 years' collections leadership experience A proven track record in consumer credit and collections, billing operations or regulated debt recovery (arrears, direct debit recovery, LPF or similar), including at least 23 years leading a team. Domain expertise in regulated recovery environments Direct experience with arrears logic, automated payment recovery, or late payment fee structures; the scale or growth stage of your previous employer is flexible, and a direct competitor background isn't required. Drive performance through data and analytics Confidence going deep into collections data yourself, with proficiency in Looker and spreadsheet management required and SQL or BigQuery a strong advantage. This is core to the role, not something to delegate. A track record of testing and iterating customer communications Experience developing and refining communication cycles across multiple channels, treating it as a discipline of experimentation rather than simple sign-off. Sound judgement on risk and compliance Comfortable making decisions and auditing within regulated workflows.. A hands-on, long-term leadership approach Lead from the front, stay close to the detail and build trust with senior stakeholders, while developing high-performing teams and future leaders. Were not looking for you to meet every point on this job description. Please still get in touch if you think you could add value and do your best work here at Raylo. We'd love to have a chat and see if you could be a great fit. Opportunities & Benefits Fast-track your career 40% of our employees progress every review cycle (bi-annually) Exclusive Raylo device lease for employees Private Medical Insurance Stock options for all employees L&D budget to support the skills you value Hybrid working model 4 days in the Belfast Office, 1 day work from home. 33 days off, your way 25 days + 8 bank holidays with full flexibility to use on the days that mean the most to you Enhanced maternity, paternity, adoption or shared parental leave, if you've been with us for 12 months. 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.

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