Operations Lead; Car Finance

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.

Marshmallow is opening up access to credit to migrants, bringing a brand new product to market which provides newcomers to the UK with fairly priced car finance for the first time.

Our Car Finance team is building a new kind of lending experience from the ground up, making it simple, transparent and accessible for people who need finance to get on the road. We work closely with dealers, brokers and customers to make sure that every application, decision and interaction is fast, fair and easy to understand.

Because we're a small, high-performing team, everyone has real ownership. We combine hands‑on operations — from customer queries and collections to underwriting — with a strong focus on automation and technology. We're designing highly automated, AI‑powered processes that let us move faster and smarter than traditional lenders.

Car Finance is one of the most important growth areas for Marshmallow, and we're looking for someone who's excited to be at the heart of it: working directly with customers and partners today, while helping to build a world‑class, highly automated operational engine for the future.

• Own the day‑to‑day operations of our car finance product, from customer queries to dealer and broker interactions, ensuring a smooth, reliable experience for all stakeholders.

• Lead our underwriting and collections workflows, applying clear credit rules and judgement to help us write high‑quality business and manage risk effectively.

• Directly build automation and AI into our operational workflows, using best in class AI tools, and working alongside our dedicated engineering and product team.

• Build strong, responsive relationships with introducers (dealers and brokers), becoming their go‑to contact and keeping applications moving quickly and transparently.

• Proactively identify operational pain points and inefficiencies, feeding these into our product, engineering and credit teams to design better processes and tools.

• Take full ownership for outcomes in your area, flexing to support weekend or out‑of‑hours needs when required and working closely with a small, high‑performing team to get things done.

• You take real ownership, happily rolling up your sleeves to handle day‑to‑day work as well as bigger‑picture projects, and you'll do what it takes to keep things running smoothly.

• You're excited by startups and technology, motivated by the chance to build highly automated, AI‑enabled operations rather than just follow existing processes.

• You combine strong analytical thinking with pragmatism – you're comfortable making judgement calls in ambiguous situations and dealing with sensitive customer and partner scenarios.

• You're proactive, low‑ego and collaborative, thriving in a small, high‑performing team where you can spot problems early, suggest improvements and move quickly without lots of bureaucracy.

• Experience in an operational or customer‑facing role, ideally within a fintech, financial services, or other regulated environment.

• Strong analytical skills and comfort working with data to make decisions (e.g. reviewing bank statements, credit reports, assessing customer risk etc).

• Demonstrated experience using technology to improve processes (e.g. no‑code tools, scripting, or automation/AI tools), or a strong desire and aptitude to learn.

• Clear, confident communicator who can manage relationships with external partners (such as brokers or dealers) and handle sensitive…