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Join Marshmallow as a Senior Collections Operations Manager and contribute to a mission of making migration easy while enhancing your professional growth.
Overview
Salary
No salary declared 😔
Location
London, UK - Hybrid
Nomad Friendly?
Expires
Expires at anytime
Visa
Visa sponsor - UK
About Marshmallow
Marshmallow is a promising organization dedicated to easing migration problems through innovative solutions. It offers constant professional growth opportunities, with learning serving as the core tenet. If you value a culture of continual learning, challenging assumptions, and delivering impactful work, Marshmallow could be the perfect fit for you.
Role Summary
- The role involves leading operational delivery and optimising Marshmallow's collections and post-cancellation recovery strategy.
- You will execute a data-led collections operation that ensures maximum cash recovery, reduced bad debt growth, and fair customer outcomes.
- Responsibilities also include leading in-house recovery activities, implementing data-led decisions, and supporting the expansion of external recovery levers as part of an operation that scales with the company's growth.
Role Requirements
- Demonstrable experience in recoveries within an FCA-regulated environment.
- Proven leadership skills, with experience managing performance in high-volume environments.
- A proven track record of improving recovery performance through process optimisation, automation, or data-led decision making.
- Strong understanding of regulatory requirements, Consumer Duty, and vulnerable customer considerations.
- Collaborative, with experience working cross-functionally with different departments.
Benefits
- Flexible working arrangements with two days on-site and a competitive bonus scheme.
- A monthly budget for employee-selected benefits.
- Mental wellbeing support, including access to therapy and mental health sessions.
- Personal budgets for learning and development resources, and private healthcare benefits.
- A tech scheme for acquiring the latest technologies at a discount.
Additional Information
Visa sponsorship is available for this position.
About Marshmallow We exist to make migration easy. A systemic problem of this magnitude requires a team of curious thinkers who relentlessly pursue solutions. Those who constantly challenge the why, dismantle assumptions, and always take action to build a better way. A Marshmallow career is built on a cycle of continuous growth, with learning at its core. You will be challenged to raise the bar on your capabilities and supported with the right tools and guidance to do so. This ensures you can deliver impactful work and drive change. If life at Marshmallow sounds like it could be for you, explore our Culture Handbook to find out more. Move our mission, and your career, forward.
The role As Senior Collections Operations Manager, you will lead the operational delivery and optimisation of Marshmallow’s collections and post-cancellation recovery strategy. You will be responsible for executing a scalable, data-led collections operation that maximises cash recovery, minimises bad debt growth, and delivers fair customer outcomes in line with Consumer Duty principles. This role blends operational leadership with hands-on optimisation. You will own the performance of in-house recovery activity, embed automation and data-led decisioning, and support the expansion of external recovery levers, while building a resilient and compliant operation capable of scaling with Marshmallow’s growth.
Job requirements Demonstrable experience in collections, arrears, or recoveries within an FCA-regulated environment. Strong operational leadership experience, including managing frontline teams and performance in a high-volume environment. Proven track record of improving recovery performance through process optimisation, automation, or data-led decisioning. Experience working with external recovery partners (e.g. DCAs) and understanding of end-to-end debt lifecycle management. Strong understanding of regulatory requirements, including Consumer Duty and vulnerable customer considerations. Commercially aware, understanding the relationship between inflow, recovery rate, timing, and bad debt economics. Comfortable operating both strategically and tactically, being able to define priorities and get into the detail of execution. Highly collaborative, with experience working cross-functionally with Product, Engineering, Finance, and Compliance.
Benefits Flexible working: Spend two days a week with your team in our collaborative London office, and own your own working hours. The rest is up to you. Competitive bonus scheme designed to reward and recognise high performance. Flexible benefits budget - £50 per month to spend on a Ben Mastercard meaning you get your own benefits budget to spend on things you want. Mental wellbeing support – Access therapy and mental health sessions through Oliva. Learning and development – Personal budgets for books and training courses to help you grow in your role. Plus 2 days a year - on us! - to further your skillset. Private health care - Enjoy all the benefits Vitality has to offer, including reduced gym memberships and discounts on smartwatches. Medical cash plan - To help you with the costs of dental, optical and physio (plus more!). Tech scheme - Get the latest tech for less.
Additional Information We are able to offer visa sponsorship for this position.
