Operations Lead

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.

Car Finance at Marshmallow
Marshmallow is opening up access to credit to migrants, bringing a brand new product to market which provides newcomers to the UK with fairly priced car finance for the first time. Our Car Finance team is building a new kind of lending experience from the ground up, making it simple, transparent and accessible for people who need finance to get on the road. We work closely with dealers, brokers and customers to make sure that every application, decision and interaction is fast, fair and easy to understand. Because we are a small, high-performing team, everyone has real ownership. We combine hands-on operations — from customer queries and collections to underwriting — with a strong focus on automation and technology. We are designing highly automated, AI-powered processes that let us move faster and smarter than traditional lenders. Car Finance is one of the most important growth areas for Marshmallow, and we are looking for someone who is excited to be at the heart of it: working directly with customers and partners today, while helping to build a world-class, highly automated operational engine for the future.

What you will be doing
Own the day-to-day operations of our car finance product, from customer queries to dealer and broker interactions, ensuring a smooth, reliable experience for all stakeholders. Lead our underwriting and collections workflows, applying clear credit rules and judgement to help us write high-quality business and manage risk effectively. Directly build automation and AI into our operational workflows, using best in class AI tools, and working alongside our dedicated engineering and product team. Build strong, responsive relationships with introducers (dealers and brokers), becoming their go-to contact and keeping applications moving quickly and transparently. Proactively identify operational pain points and inefficiencies, feeding these into our product, engineering and credit teams to design better processes and tools. Take full ownership for outcomes in your area, flexing to support weekend or out-of-hours needs when required and working closely with a small, high-performing team to get things done.

Who You Are
You take real ownership, happily rolling up your sleeves to handle day-to-day work as well as bigger-picture projects, and you will do what it takes to keep things running smoothly. You are excited by startups and technology, motivated by the chance to build highly automated, AI-enabled operations rather than just follow existing processes. You combine strong analytical thinking with pragmatism – you are comfortable making judgment calls in ambiguous situations and dealing with sensitive customer and partner scenarios. You are proactive, low-ego and collaborative, thriving in a small, high-performing team where you can spot problems early, suggest improvements and move quickly without lots of bureaucracy.

What You Will Bring
Experience in an operational or customer-facing role, ideally within a fintech, financial services, or other regulated environment. Strong analytical skills and comfort working with data to make decisions (e.g. reviewing bank statements, credit reports, assessing customer risk etc). Demonstrable experience using technology to improve processes (e.g. no-code tools, scripting, or automation/AI tools). Clear, confident communicator who can manage relationships with external partners (such as brokers or dealers) and handle sensitive customer conversations.

Perks of the job
Flexible working: Spend three days a week with your team in our collaborative London office, and own your own working hours. 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. Whether that’s subscriptions, night classes, the big shop or a forest of houseplants. Pretty much anything goes. 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. Plus all the rest; 33 days holiday (including bank holidays), pension, cycle to work scheme, monthly team socials and company-wide socials every month!

We are not in a position to offer sponsorship and/or a visa for this position.

Our process
We break it up into 3 stages: Initial call with a member from our Talent Team (30 mins), Past Experience interview with our Car Finance GM (60 mins), Task interview with a couple of the team (90 mins), Background checks. As part of our commitment to maintaining a safe and trustworthy environment, we’ll carry out standard background checks, including a DBS and a Cifas check. These help ensure there are no ongoing criminal proceedings and support the prevention of fraud and other forms of serious misconduct. If anything of concern is identified, it may affect your eligibility for certain roles or services. Feel free to ask our Talent Acquisition team if you have any questions about this!

Everyone belongs at Marshmallow
At Marshmallow, we want to hire people from all walks of life with the passion and skills needed to help us achieve our company mission. To do that, we are committed to hiring without judgement, prejudice or bias. We encourage everyone to apply for our open roles. Gender identity, race, ethnicity, sexual orientation, age or background does not affect how we process job applications. We are working hard to build an inclusive culture that empowers our people to do their best work, have fun and feel that they belong.

Recruitment privacy policy
We take privacy seriously here at Marshmallow. Our Recruitment privacy notice explains how we process and handle your personal data. To find out more please view it here.