Senior Operations Manager, Car Finance

• Join Marshmallow as Senior Operations Manager, Car Finance, working hybrid from London 4 days a week. • Own collections and customer service for the car finance book and build the function to carry 100 times current volume. • Support customers with settlements, payment date changes, forbearance arrangements and underwriting in a regulated consumer credit space. • Work alongside engineers to build an AI-native operations function that automates everything automatable while keeping humans involved where needed. • Lead hands-on by setting strategy and managing the team, while also taking calls, running QA, coaching individuals and handling the hardest cases. • Report into the General Manager, Car Finance at a fast-growing, profitable unicorn.

• Bring significant operational leadership experience in regulated financial services. • Show deep working knowledge of UK consumer credit conduct requirements. • Bring experience running or building an operations function through a period of volume growth. • Use data confidently to set priorities, size problems and evidence decisions. • Adapt quickly to AI-native and tech-enabled ways of working.

• Bring motor finance or hire purchase experience. • Show experience using LLMs to drive operational efficiencies. • Know some of the stack, including Linear, Google Suite, Notion, Intercom and Claude.

• Lead the collections and servicing team, owning performance, coaching, development and hiring as the function scales. • Develop a best-in-class collections approach that delivers strong business outcomes, looks after customers and meets regulatory and statutory requirements. • Build an excellence-focused, customer-centric culture within the operations function. • Build relationships with brokers and dealers and ensure underwriting and pay-out processes meet their needs. • Own key commercial outcomes around servicing and collections, reporting to the car finance leadership team and key group stakeholders. • Work with the engineering team to build a highly efficient, AI-native operations function that complements customer-centric experts. • Take calls, run QA and handle the hardest cases personally.

• Work hybrid from London, with 4 days a week in the office. • Receive a bonus scheme designed to reward high performance. • Get private medical insurance with Vitality and mental health support with Oliva. • Use a personal learning budget and 2 dedicated learning and development days a year. • Spend a monthly flexible benefits budget as you choose. • Enjoy 25 days holiday plus bank holidays. • Work from anywhere for 4 weeks per year.

Marshmallow was founded in 2017 and has grown from 3 to 700+ people, reaching unicorn status and turning profitable. It has raised about £140M over three funding rounds and has insured millions of drivers and lent millions in car loans. Its goal is to become one of the largest financial services providers in the world by scaling existing products and building new ones.