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 roleWe’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 FinanceLondon (Hybrid, 4 days per week in office)What you’ll be doingLead 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 requirementsBuild an excellence-focussed, customer-centric culture within our operations functionBuild relationships with brokers and dealers and ensure our underwriting and pay out processes meet their needsOwn key commercial outcomes around servicing and collections, including reporting up to the car finance leadership team and key group stakeholdersWork with our engineering team to build a highly efficient, AI-native operations function that supports and complements customer-centric expertWhat you’ll bringMust haveSignificant operational leadership experience in regulated financial servicesDeep working knowledge of UK consumer credit conduct requirementsExperience running or building an operations function through a period of volume growthComfort using data to set priorities, size problems and evidence decisionsAbility to adapt to AI-native and tech-enabled ways of workingNice to haveMotor finance or hire purchase experienceExperience using LLMs to drive operational efficienciesYou already know some of the stack: Linear, Google Suite, Notion, Intercom, Claude.Perks & benefitsBonus scheme designed to reward high performancePrivate medical insurance with Vitality, mental health support with OlivaPersonal learning budget and 2 dedicated L&D days a yearMonthly flexible benefits budget to spend as you choose25 days holiday plus bank holidays4 weeks Work From Anywhere per year We are not in a position to offer sponsorship and/or a visa for this position Our processHere's what to expect: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)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 thoughtWe 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.Find more English Speaking Jobs in United Kingdom on Arbeitnow