Senior Operations Manager, Car Finance

Marshmallow; London (KY); Hybrid; USD 120,000 - 173,000; Full time

Benefits offered by this job

Bonus scheme designed to reward high

Private medical insurance with Vitaly

Personal learning budget and 2 L&Ddays

Monthly flexible benefits budget

25 days holiday plus bank holidays

4 weeks Work From Anywhere per year

Job summary

Marshmallow in London is seeking an operations leader to own collections and customer service for the car finance book and to scale the function for much higher volume.

You’ll lead the team, set strategy, and personally handle the toughest cases, working with engineers to automate where possible in a hybrid London-based role.

Qualifications

• Significant operational leadership experience in regulated financial services.
• Deep working knowledge of UK consumer credit conduct requirements.
• Experience scaling an operations function through volume growth.

Responsibilities

• Lead the collections and servicing team with coaching and hiring as volume grows.
• Develop best-in-class collections approaches while meeting regulatory requirements.
• Foster customer-centric culture and collaborate with brokers and dealers.
• Ensure AI-native, tech-enabled operations alongside engineering.

Skills

Operational leadership

Regulatory knowledge

Data-driven decision making

AI-native mindset

Tools

Linear

Google Suite

Notion

Intercom

Claude

Job description

We’re on a mission to make migration easy.

We started building Marshmallow in 2017. Since then, we’ve grown from 3 to 700+ people, gained unicorn status, raised ~£140M over three funding rounds, turned profitable, insured millions of drivers and lent millions in car loans.

But we’re only just getting started. Our goal is to become one of the largest financial services providers in the world. Over the next 10 years we’ll grow exponentially, not only by scaling our existing products, but also by building new ones.

To achieve our goals we need incredibly ambitious, commercially driven people who never settle for ‘good enough’. Marshmallowers are hungry for autonomy and ownership, and would rather improve than coast. Everyone raises standards and has an impact, with a focus on collective success over self-interest.

We’ve created an environment where curious, tenacious people win and grow together. If that sounds motivating, this could be the place for you.

The role

We’re hiring an operations leader to own collections and customer service for our car finance book, and to build that function into one that can carry 100 times our current volume.

Our operations team is responsible for supporting customers with anything they need: settlements, payment date changes, forbearance arrangements, underwriting, and so much more. Working in a regulated consumer credit space means there are a wide range of regulations and laws that we need to take into account, while also ensuring we put customers first.

We're using tech and AI to build an AI-native operations function, and we're looking for this person to work alongside our engineers to automate everything automatable, while keeping humans involved where human input is required.

This is a hands-on leadership role. You’ll set the strategy and manage the team, but you’ll also take calls, run QA, coach individuals and take the hardest cases yourself.

The role reports into the General Manager, Car Finance

London (Hybrid, 4 days per week in office)

What you’ll be doing

• Lead the collections and servicing team, owning performance, coaching, development and hiring as the function scales.

• Develop a best in class collections approach: delivering leading business outcomes, looking after customers, and ensuring we're meeting our regulatory and statutory requirements

• Build an excellence-focussed, customer‑centric culture within our operations function

• Build relationships with brokers and dealers and ensure our underwriting and pay out processes meet their needs

• Own key commercial outcomes around servicing and collections, including reporting up to the car finance leadership team and key group stakeholders

• Work with our engineering team to build a highly efficient, AI-native operations function that supports and complements customer‑centric expert

What you’ll bring

Must have

• 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

• You already know some of the stack: Linear, Google Suite, Notion, Intercom, Claude.

Perks & benefits

• Bonus scheme designed to reward high performance

• Private medical insurance with Vitality, mental health support with Oliva

• Personal learning budget and 2 dedicated L&D days a year

• Monthly flexible benefits budget to spend as you choose

• 25 days holiday plus bank holidays

• 4 weeks Work From Anywhere per year

We are not in a position to offer sponsorship and/or a visa for this position

Our process

Here’s what to expect:

1. Intro call with our Talent team (30 mins)

2. Skills and experience interview the hiring manager (1 hour)

3. Task-based interview & Values and ways of working interview (2 hours)

We review every application and will always let you know the outcome - though we're unable to provide individual feedback at application stage.

Diversity of thought

We know the best ideas come from having different perspectives in the room - and we're committed to hiring fairly, regardless of background, identity or experience. If you see yourself in this role, we'd encourage you to apply.