Fraud Operations Manager

About Marshmallow

We started Marshmallow when we found out how unfair insurance prices are for people who move to the UK. All because the industry hasn’t given this huge cohort of people a second’s thought, and isn’t set up to price them properly. 

We saw an opportunity to do things differently, so we made it our mission to back the ones who step outside the norm. Since we started, we’ve helped 100,000s of people get a fairer deal on their car insurance. Using technology, we serve people that are often overlooked by financial services companies, solving important problems for people who need it most. 

We know there are millions of marginalised customers out there. And we know that they face unique problems that most companies aren’t even aware of. We believe that our future is helping these people by learning about their experiences, and building our company around their needs. And there are strong signs that there’s a need for a company like us. Earlier this year we hit profitability, which is a huge milestone, but the most exciting thing is that we’re only just getting started.

How we work

We’re really proud of the culture we’ve created. We push for progress every day, because we know that we’ll only hit big milestones by taking lots of smaller steps. We’re always open to helping our team mates, sharing our ideas, experience and knowledge to solve problems together. We take risks, think creatively and experiment relentlessly to meet our customer’s needs, and never pass blame when things go wrong. We encourage people at all levels to take ownership of their work, and to be bold in challenging how we do things. Everyone has a voice and the opportunity to make an impact. 

And autonomy and ownership are only possible with clear direction. That’s why we collaborate to do in-depth planning twice a year, and make sure we leave with clear goals and objectives that flow from top to bottom. To make sure we’re as aligned as possible across functions, most of our work rolls up into four tribes; Acquisition, Retention, Claims and Pricing, Underwriting & Fraud. Each tribe has multiple teams embedded in it, working cross-functionally to do great work.

We’re so excited for all of the challenges up ahead, and we need more people to help us tackle them! If life at Marshmallow sounds like it could be for you, explore our culture handbook or read our blog to find out more.

The role
We’ve set up a small team which is bringing a new consumer credit product to market, and we are utilising all the same techniques which helped us price insurance to the credit space: bespoke underwriting and pricing systems, industry leading fraud algorithms and controls, and user-centric product design solutions.

We’re looking for a Fraud Operations Manager to set the foundation for the business’s fraud prevention strategy. In this hands-on role, you’ll establish and scale the frameworks, processes, and systems needed to detect and prevent fraud, while also reviewing applications directly as we bring our product to market. 

This is an opportunity to play a pivotal role in shaping our approach to fraud prevention from the ground up.

You’ll be responsible for leading:

• Strategic Direction: Define and implement the fraud prevention strategy for our new product, ensuring scalability and adaptability as the operation grows.
• Data-Driven Insights: Develop and leverage data analytics to provide a deep understanding of risk and shape our onward approaches to fraud prevention. 
• Process and Tech Development: Design and implement efficient workflows and tech that ensure robust fraud prevention while maintaining an excellent customer experience.
• Investigation: Directly review customer applications to identify and mitigate potential fraud risks, using your expertise to refine processes and tools.
• Cross-Functional Collaboration: Work closely with engineers, designers, and credit risk specialists, as well as the Insurance Fraud teams to ensure we’re building the best possible fraud strategies and processes
• Scalability Planning: Lay the groundwork for future team expansion, identifying key areas where operational support will be needed as the function grows.
• Reporting & Compliance: Produce detailed reports on fraud trends and outcomes, ensuring compliance with relevant regulations and internal policies.
• Broader Ops Involvement: As a part of our small team, supporting other operational team members across customer support and collections with their work.

How You’ll Do It

• Applying a deep understanding of fraud threats and strategies to design effective controls and practices
• Combining hands-on investigation skills with the ability to think strategically about long-term solutions
• Maintaining a proactive and adaptable approach to problem-solving in a dynamic, fast-paced environment
• Building strong partnerships with stakeholders across departments to align fraud prevention efforts with business goals
• Staying ahead of industry trends and evolving fraud threats to continuously enhance processes and strategies

What We’re Looking For

• Extensive experience in fraud detection and prevention within the consumer credit industry, with hands-on expertise in application reviews.
• Strong knowledge of the fraud landscape within financial services, including relevant regulations, and industry best practices.
• Proven ability to design and implement operational and technical solutions from the ground up.
• Analytical mindset with experience leveraging data to inform decisions and drive results.

Who you are

• You take ownership and hold yourself accountable for delivering impactful results.
• You have a bias for action. You are proactive at identifying opportunities and can unblock yourself to drive you and your team forward. You work hard and move at speed.
• You can be very hands-on. Being in a new vertical means that you’ll be working as the sole fraud analyst initially. You’ll need to be comfortable owning and making decisions with little support and getting your hands dirty.

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.

Recruitment privacy policy

We take privacy seriously here at Marshmallow. Our Recruitment privacy notice explains how we process and handle your personal data. To find out more please view it here.