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Join a fast-growing fintech, Marshmallow, in helping drive financial freedom for people crossing borders - a chance to lead, influence and make real impact.
Overview
Salary No salary declared 😔
Location London, UK - Full time
Nomad Friendly? 
Expires Expires at anytime
Marshmallow is a dynamic fintech company creating innovative financial products that cater to the needs of people who regularly cross borders. We started with car insurance and have insured over one million drivers so far. Today, we are expanding beyond and gearing to meet the financial challenges faced by millions of people who relocate to different countries every year.
Role Summary:
- Lead and nurture a Collections team focused on managing customer's financial dues with empathy and solution-driven engagement.
- Coach and manage Collections Executives, set performance standards, and promote a culture of customer fairness.
- Work cross-functionally to support vulnerable customers and drive operational improvements.
Role Requirements:
- Must have experience leading a team in a Collections or Credit Control setting.
- Need to understand regulated collections including Consumer Duty, FCA, and vulnerability guidelines.
- Excellent verbal and written communication skills.
- Comfortable engaging with stakeholders and representing your team in cross-functional forums.
- Experience using KPIs and QA frameworks in a regulated environment.
- Experience in insurance, motor finance or financial services involving claims-based recoveries preferred but not essential.
Application Process:
- We offer a comprehensive benefits package that includes flexible working hours, a competitive bonus scheme, and a flexible benefits budget.
- We encourage personal development and offer budgets for books/training courses along with 2 skill days/year.
- Benefits also include mental wellbeing support, private healthcare, medical cash plan, tech scheme, holidays & more.
About Marshmallow We build financial products that accelerate the economic freedom for people who move across borders. We started with car insurance — insuring over a million drivers — and we’re scaling beyond. Tens of millions of people move countries each year, facing overlooked financial challenges. Our future is in building financial products around their needs to positively impact their lives.
The Role In this role, you will lead and support a high-performing Collections team that helps customers manage financial arrears through compassionate, compliant, and solution-focused engagement. As the line manager for Collections Executives, you’ll coach and develop individuals, set performance standards, and embed a culture of ownership and customer fairness. You’ll also work cross-functionally to support vulnerable customers, drive operational improvements, and ensure our regulatory obligations are consistently met.
Job Requirements Proven experience leading a team in a Collections or Credit Control environment. A strong understanding of regulated collections, including Consumer Duty, FCA, and vulnerability guidelines. Experience coaching, developing, and managing performance across a team. Excellent verbal and written communication skills, including conflict management and negotiation. Strong analytical skills with the ability to use data to inform decision-making and coaching conversations. Demonstrated ability to manage team workflows and balance productivity with quality. Comfortable engaging with internal stakeholders and representing your team in cross-functional forums. Experience working with KPIs and QA frameworks in a regulated setting. Preferred but not essential: experience in insurance, motor finance, or financial services involving claims-based recoveries.
Benefits Flexible Working : Spend at least three days a week with your team in our London office and own your hours. Competitive Bonus Scheme : Designed to reward and recognize high performance. Flexible Benefits Budget : £50/month to spend on anything from subscriptions to plants. Sabbatical Leave : 4 weeks fully paid after 4 years. Work From Anywhere : 4 weeks of remote work annually. Mental Wellbeing Support : Access therapy through Oliva. Learning & Development : Personal budgets for books/training courses + 2 skill days/year. Private Healthcare : Includes Vitality perks (discounted gyms, smartwatches). Medical Cash Plan : Covers dental, optical, physio, and more. Tech Scheme : Get the latest tech for less. Holidays & More : 33 days holiday (including bank holidays), pension, cycle-to-work scheme, monthly socials.
