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Marshmallow is a fintech unicorn (founded 2017, £140M raised, 700+ employees) on a mission to make migration easy. The company has built insurance and car finance products, insuring millions of drivers and lending millions in car loans, and is targeting exponential growth to become one of the world's largest financial services providers.
You will lead the collections and customer service operations function for Marshmallow's car finance book, owning the strategy and team management while remaining hands-on. This is a regulated consumer credit environment requiring deep knowledge of UK regulations and customer-first principles.
Key responsibilities:
- Lead and scale the collections and servicing team through a period of 100x volume growth, managing performance, coaching, development, and hiring
- Develop a best-in-class collections approach that delivers strong business outcomes, prioritizes customer care, and meets regulatory and statutory requirements
- Build an excellence-focused, customer-centric culture within the operations function
- Develop relationships with brokers and dealers to ensure underwriting and payout processes meet their needs
- Own key commercial outcomes around servicing and collections, reporting to car finance leadership and group stakeholders
- Partner with the engineering team to build a highly efficient, AI-native operations function that automates everything automatable while keeping humans involved where needed
- Hands-on involvement: take calls, run QA, coach individuals, and handle the hardest cases yourself
The role reports to the General Manager, Car Finance, and is based in London with hybrid working (4 days per week in office).
Requirements:
- Significant operational leadership experience in regulated financial services
- Deep working knowledge of UK consumer credit conduct requirements
- Experience running or building an operations function through a period of volume growth
- Comfort using data to set priorities, size problems, and evidence decisions
- Ability to adapt to AI-native and tech-enabled ways of working
Nice to have:
- Motor finance or hire purchase experience
- Experience using LLMs to drive operational efficiencies
- Familiarity with Linear, Google Suite, Notion, Intercom, or Claude
