Senior Operations Manager, Car Finance

Overview

In this role you will lead the collections and servicing function for Marshmallow’s car finance book, building an AI-native operations capability capable of handling exponential volume while keeping customers at the center. You will partner with engineers to automate where possible, yet still manage human-driven escalation and complex cases. You will set strategy, develop the team, and own key performance and regulatory outcomes in a fast-paced, regulated consumer credit space. This is a hands-on leadership role with a strong emphasis on impact, quality coaching, and cross-functional collaboration.

Pay / 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
• 25 days holiday plus bank holidays

Responsibilities

• Lead the collections and servicing team, focusing on performance, coaching, development and hiring as volume scales
• Develop a best-in-class collections approach that delivers strong business outcomes while meeting regulatory and statutory requirements
• Foster a culture that is excellence-focused and customer-centric within operations
• Build relationships with brokers and dealers and align underwriting and payout processes to their needs
• Own key commercial outcomes for servicing and collections and report to leadership and stakeholders
• Collaborate with engineering to create an efficient, AI-native operations function that still leverages human input where needed

Key requirements

• Significant operational leadership experience in regulated financial services
• Deep working knowledge of UK consumer credit conduct rules
• Experience running or building an operations function through 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

• Customer-centric mindset
• Coaching and people development
• Strategic thinking with hands-on execution
• AI/native operations
• LLMs for operational efficiencies
• Data-driven decision making

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