Senior Collections Operations Manager - Remote Opportunity

About the Role

We are seeking a Senior Collections Operations Manager to join our team in a remote capacity. In this role, you will lead the operational delivery and optimization of Marshmallow’s collections and post-cancellation recovery strategy. You will be responsible for executing a scalable, data-led collections operation that maximizes cash recovery while minimizing bad debt growth and ensuring fair customer outcomes.

What You'll Be Doing

• Lead operational delivery across the collections lifecycle, ensuring performance against cash, cure, and coverage targets.
• Drive consistent execution of high-impact recovery levers, optimizing recovery timing and treatment sequencing.
• Embed data-led targeting into collections activity, working closely with engineering and analytics to automate processes.
• Manage Debt Collection Agency (DCA) handovers and ensure compliance with regulatory requirements.
• Partner with cross-functional teams to ensure the collections operation is supported end-to-end.
• Maintain oversight of vulnerable customer treatment and implement scalable mitigations for operational risks.
• Develop and lead a high-performance collections team, embedding clear KPIs aligned to recovery performance.

Requirements

• Demonstrable experience in collections, arrears, or recoveries within an FCA-regulated environment.
• Strong operational leadership experience in managing frontline teams in a high-volume environment.
• Proven track record of improving recovery performance through process optimization and data-led decision-making.
• Experience working with external recovery partners and understanding of the end-to-end debt lifecycle.
• Strong understanding of regulatory requirements, including Consumer Duty and vulnerable customer considerations.
• Comfortable operating both strategically and tactically, with the ability to define priorities.

Nice to Have

• Experience in financial services or technology sectors.
• Familiarity with automation tools and data analytics platforms.
• Knowledge of customer engagement strategies in collections.

What We Offer

• Flexible working: Spend two days a week in our collaborative London office, with the rest of your time remote.
• Competitive bonus scheme designed to reward high performance.
• Flexible benefits budget of £50 per month for personal spending.
• Mental wellbeing support through therapy and mental health sessions.
• Learning and development budgets for personal growth and training.
• Private health care benefits through Vitality.
• Medical cash plan to assist with dental and optical costs.
• Access to the latest tech through our tech scheme.