Senior Operations Manager, Car Finance

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 y