Head of Collections, Marshmallow

• 7+ years of operational experience supporting arrears or collections in an FCA regulated environment
• Led the development and implementation of 'best in class' collections processes within a high-growth, scale-up environment, ensuring full regulatory compliance and alignment with industry standards to drive operational excellence and scalability
• You have a proven ability to work strategically but are also able to get deep into the detail
• Innovative and bold; you’re excited by Marshmallow’s plans to disrupt the insurance industry for the better
• Solutions driven; you have high expectations and hold yourself accountable for delivering a world-class customer experience
• Outcome-focused; you want to maximise impact through implementing a tech-driven approach
• You enjoy problem-solving and creating innovative solutions to complex problems
• You empower your direct and indirect reports to work autonomously, promoting an environment of progression and inclusive change

• This role will be responsible for leading our rapidly scaling collections function, supporting Marshmallow’s growth in the car insurance sector and our exciting plans going forward
• This role focuses on developing a best-in-class collections strategy, ensuring regulatory compliance, and optimising processes to enhance customer satisfaction and financial performance
• The successful candidate will demonstrate experience in high-growth environments, exceptional leadership skills, and a strong understanding of financial and regulatory requirements specific to car insurance and finance
• Develop and implement a strategic vision for the collections department that aligns with company objectives, ensuring the effective and scalable management of collections processes
• Optimise workflows, technology, and automation within the collections function to increase efficiency and reduce manual interventions
• Analyze and enhance the process for supporting customers who have missed payments (around 25k customers monthly)
• Review and refine the approach for reminding customers with outstanding balances
• Assess and improve the operational approach for managing aged debt, including follow-up and other resolution strategies
• Assess the skills, culture and seniority of the teams and recommend org changes
• Support data led initiatives to improve the reporting of debt and collections performance
• Ensure collections processes adhere to all regulatory obligations, proactively managing risks and addressing compliance issues
• Collaborate with senior leadership to establish collections goals and performance metrics, driving initiatives to reduce delinquency rates, minimise losses, and optimise recovery
• Work closely with Product, Customer Service, and Finance teams to ensure an integrated approach to collections

• We break it up into 3 stages:
• Initial call with our Talent Acquisition team (30 mins)
• A skill-based interview where you will discuss your previous experience and how you would approach the responsibilities of this role, (1 hour)
• A culture interview to check that your work style fits our processes and values (1 hour)
• A final interview with a senior leader at Marshmallow discussing the long term view of the role and cultural alignment (1 hour)
• We’ll let you know if you’re invited to an interview or not. But, as a small team with a lot of applications to consider, we can’t give personal feedback on each application

• Flexible working - Manage your own time and choose where to work from (in the office, at home, or a little bit of both). Just make sure your team is happy too.
• Ben benefits - Get your hands on your flexible benefits budget with the Ben Mastercard and spend it wherever you want.
• Competitive bonus scheme - designed to reward and recognise high performance 🌟
• Private healthcare - We want to support everyone’s wellbeing at Marshmallow, which is why we offer private healthcare insurance with Vitality.

• Cycle to work scheme - We’re registered under the Cycle-to-Work scheme, so you can buy a new bike tax-free. Lycra shorts optional.
• Mental wellbeing - We have partnered with Oliva to offer mental health support and make therapy sessions more accessible.
• Learning and training - Personal budgets for books and training courses to help you grow in your role. Weekly book clubs and learning sessions. Plus 2 days a year - on us! - to further your skillset.
• Company socials - We give all of our teams monthly budgets to get to know each other better outside of work. Plus we have company-wide socials every two weeks, themed parties, and more.

Total funding: $163.2m

For many ordinary people, insurance can be inaccessibly expensive. Marshmallow solves this problem by using data and technology to offer fairer coverage for car and van owners.