Senior Collections Operations Manager

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.

Role Summary

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.

Why This Role Matters

Marshmallow’s growth requires a collections function that protects revenue at scale while delivering fair and supportive outcomes for customers. This role ensures recovery performance moves from reactive and episodic to structured, automated, and strategically managed, balancing commercial impact with customer trust.

What You’ll Be Doing

• Lead Operational Delivery Across the Collections Lifecycle: Own day‑to‑day performance of pre‑ and post‑cancellation collections activity, ensuring delivery against cash, cure and coverage targets. Drive consistent, repeatable execution of high‑impact recovery levers (e.g. forward‑flow card charging and structured retry strategies). Ensure operational cadence across in‑house recovery, external handover, and longer‑dated balance strategies. Monitor and optimise recovery timing, treatment sequencing, and channel effectiveness to improve early‑stage recovery and reduce aged debt.
• Optimise Recovery Levers Through Data and Automation: Embed data‑led targeting into collections activity, including optimisation of charging windows, retry logic, and treatment strategy. Work closely with Engineering and Analytics to automate charging, messaging, and account progression through the recovery journey. Reduce manual interventions and fragmented processes by driving system integration and workflow improvements. Continuously test and refine recovery strategies to increase sustainable run‑rate performance rather than episodic uplift.
• External Recovery Strategy & Coverage Expansion: Operationalise and manage Debt Collection Agency (DCA) handovers following completion of in‑house recovery cycles. Support preparation for strategic balance sheet levers such as debt sale, including eligibility definition, operational readiness, and governance. Ensure appropriate controls and oversight of third‑party partners, maintaining regulatory compliance and strong customer outcomes.
• Upstream & Cross‑Functional Alignment: Partner closely with Claims, Finance, Compliance, Product, and Data teams to ensure the collections operation is supported end‑to‑end. Ensure customer‑liable balances are created and transferred into collection strategies within agreed SLAs to maximise recoverability. Support integration of data sources payment tooling to improve targeting and affordability‑aware engagement. Contribute to planning cycles, translating business objectives into operational execution plans.
• Risk, Governance & Consumer Duty: Ensure collections activity adheres to FCA requirements and Consumer Duty principles. Maintain robust oversight of vulnerable customer treatment, affordability considerations, and fair engagement practices. Identify operational risks within the recovery journey and implement scalable mitigations. Support audit, compliance reviews, and third‑party governance requirements.
• Leadership & Team Development: Lead and develop team leaders and frontline collections colleagues, building a high‑performance, accountable culture. Embed clear KPIs aligned to cash recovery, cure performance, quality, and customer outcomes. Coach managers to use data effectively in performance management and decision‑making. Contribute to organisational design and workforce planning as recovery strategy evolves. Champion continuous improvement and ownership across the team.

What We’re Looking For

• 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.

Success in This Role Looks Like

• Sustainable improvement in post‑cancellation recovery rates and early‑stage cure.
• Increased coverage of eligible balances through structured DCA handover and scalable processes.
• Automation embedded into core recovery levers, reducing manual effort and improving consistency.
• Improved reporting clarity and performance visibility across the collections funnel.
• Strong regulatory outcomes and positive QA/customer feedback.
• A motivated, accountable collections team with clear ownership of results.

Perks of the job

• Flexible working: Spend two 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.
• 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.
• 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.
• Tech scheme - Get the latest tech for less.

We are able to offer visa sponsorship for this position.

Our process

Initial call with a member from our Talent Team (30 mins). Past Experience interview with Hiring Manager (60 mins). Technical interview (60 mins). Culture interview (60 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.

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're committed to hiring without judgement, prejudice or bias. We encourage everyone to apply for our open roles.

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