Senior Operations Manager, Car Finance

The role

You will lead the collections and customer service function for the car finance book. You will set strategy, manage the team, and work with engineers to build an AI-native operations function.

What you will do

• Lead the collections and servicing team, owning performance, coaching, development and hiring
• Develop a best in class collections approach meeting regulatory and statutory requirements
• Build an excellence-focussed, customer-centric culture
• Build relationships with brokers and dealers
• Ensure underwriting and pay out processes meet broker and dealer needs
• Own key commercial outcomes around servicing and collections
• Report to the car finance leadership team and key group stakeholders
• Work with the engineering team to build an AI-native operations function
• Take calls, run QA, coach individuals and take the hardest cases

Required qualifications

• 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
• Knowledge of Linear, Google Suite, Notion, Intercom, Claude

Benefits

• Bonus scheme designed to reward high performance
• Private medical insurance with Vitality
• Mental health support with Oliva
• Personal learning budget
• 2 dedicated L&D days a year
• Monthly flexible benefits budget
• 25 days holiday plus bank holidays
• 4 weeks Work From Anywhere per year

Before you apply

• We are not in a position to offer sponsorship and/or a visa for this position
• Intro call with our Talent team (30 mins)
• Skills and experience interview the hiring manager (1 hour)
• Task-based interview & Values and ways of working interview (2 hours)

About the company

Marshmallow has grown from 3 to 700+ people since 2017 and has gained unicorn status. The company aims to become one of the largest financial services providers in the world.