Senior Collections Operations Manager

About this role

### 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 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 ...