Head of Collections

Help us build an everything-but-average insurance brand. Fit for the ones who step outside the norm.

We back the ones who step outside the norm.

People who find themselves on a different path, either by choice or by circumstance. The exceptions to the rules that others aren't interested in serving. Those are the ones we want to back, in everything we do.

For the next three years, that means becoming the go-to insurer for people who are new to the UK. A huge cohort of people that the industry is not set up to support.

Not only do we cater for their immediate needs (fairer, cheaper prices), we also go above and beyond to make them feel seen and heard in everything we do.

Open roles Head of Collections Location

London

Type

Full time

Department

Customer Operations

Role Summary

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.

What You'll Be Doing

1. Develop and implement a strategic vision for the collections department that aligns with company objectives, ensuring the effective and scalable management of collections processes.
2. Optimise workflows, technology, and automation within the collections function to increase efficiency and reduce manual interventions.
3. Analyze and enhance the process for supporting customers who have missed payments (around 25k customers monthly).
4. Review and refine the approach for reminding customers with outstanding balances.
5. Assess and improve the operational approach for managing aged debt, including follow-up and other resolution strategies.
6. Assess the skills, culture and seniority of the teams and recommend org changes.
7. Support data led initiatives to improve the reporting of debt and collections performance.
8. Ensure collections processes adhere to all regulatory obligations, proactively managing risks and addressing compliance issues.
9. Collaborate with senior leadership to establish collections goals and performance metrics, driving initiatives to reduce delinquency rates, minimise losses, and optimise recovery.
10. Work closely with Product, Customer Service, and Finance teams to ensure an integrated approach to collections.

What we're looking for from you

1. 7+ years of operational experience supporting arrears or collections in an FCA regulated environment.
2. 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.
3. You have a proven ability to work strategically but are also able to get deep into the detail.
4. Innovative and bold; you're excited by Marshmallow's plans to disrupt the insurance industry for the better.
5. Solutions driven; you have high expectations and hold yourself accountable for delivering a world-class customer experience.
6. Outcome-focused; you want to maximise impact through implementing a tech-driven approach.
7. You enjoy problem-solving and creating innovative solutions to complex problems.
8. You empower your direct and indirect reports to work autonomously, promoting an environment of progression and inclusive change.

Our Process

We break it up into 3 stages:

1. Initial call with our Talent Acquisition team (30 mins).
2. A skill-based interview where you will discuss your previous experience and how you would approach the responsibilities of this role, (1 hour).
3. A culture interview to check that your work style fits our processes and values (1 hour).
4. 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.

Perks of the job

1. Flexible working - Spend 1-2 days a week in our new collaborative London office, and own your own working hours.
2. Competitive bonus scheme - designed to reward and recognise high performance.
3. Flexible benefits budget - £50 per month to spend on a Ben Mastercard.
4. Mental wellbeing support - Access therapy and mental health sessions through Oliva.
5. Learning and development - Personal budgets for books and training courses.
6. Private health care - Enjoy all the benefits Vitality has to offer.
7. Medical cash plan - To help you with the costs of dental, optical and physio.
8. Tech scheme - Get the latest tech for less.
9. Plus all the rest; 33 days holiday (including bank holidays), pension, cycle-to-work scheme, monthly team socials and company-wide socials every month!

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. Gender identity, race, ethnicity, sexual orientation, age or background does not affect how we process job applications.

We're working hard to build an inclusive culture that empowers our people to do their best work, have fun and feel that they belong.