Senior Collections Operations Manager

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. If life at Marshmallow sounds like it could be for you, explore our Culture Handbook https://drive.google.com/file/d/1tFtKFC_dB01zOSATg_o0xUGGWEVNpmqT/view?usp=sharing to find out more. Move our mission, and your career, forward. 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 1. 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. 2. 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. 3. 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. 4. 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 busines ... (truncated, view full listing at source)