Aetherbloom is a British-founded Business process outsourcing (BPO) company with operations in London and Johannesburg. We help UK businesses scale efficiently by connecting them with skilled South African talent, delivering exceptional customer service, virtual administration, and tailored operational support. Our mission is twofold: to provide cost-effective, high-quality services for our clients while creating meaningful employment opportunities in South Africa.

Role Overview

We are seeking an experienced Operations Manager to ensure the smooth, efficient, and scalable delivery of Aetherbloom’s services across the UK and South Africa. This role is critical in aligning cross-border teams, managing client relationships, and embedding best practices to maintain high service standards. Acting as the link between UK clients and South African delivery teams, the Operations Manager will drive operational excellence and continuous improvement.

Key Responsibilities

Operational Oversight

• Oversee day-to-day BPO operations across the UK and South Africa.
• Ensure SLAs, KPIs, and client expectations are consistently met.
• Coordinate cross-border workflows for seamless client–team collaboration.
• Implement processes to enhance productivity, quality, and cost efficiency.

Client & Stakeholder Management

• Serve as the primary point of contact for UK clients.
• Support client onboarding and smooth transition into live operations.
• Work with senior leadership to identify needs and deliver scalable solutions.
• Lead and support both local and remote teams.
• Partner with the Training & QA Lead and HR & Recruitment Lead in Johannesburg to ensure staff readiness.
• Promote a high-performance, collaborative culture across regions.

Performance Management & Reporting

• Monitor operational performance and report against KPIs.
• Identify trends, risks, and improvement opportunities.
• Drive data-led decision-making within operations.

Compliance & Risk Management

• Ensure compliance with UK and South African legal, regulatory, and data protection requirements.
• Maintain business continuity and risk mitigation strategies.
• Introduce new systems, processes, and technologies to boost efficiency.
• Benchmark operations against industry best practices.
• Lead initiatives to enhance both customer experience and employee performance.

Requirements

• Minimum 5 years’ experience in operations management within a BPO, outsourcing, or customer service environment.
• Strong understanding of UK client standards and South African service delivery.
• Proven track record managing cross-border or multi-site teams.
• Excellent leadership, communication, and stakeholder management skills.
• Strong analytical and problem-solving ability, with experience in performance metrics.
• Proficiency in CRM, workforce management, and reporting tools.

Preferred

• Experience supporting UK clients from offshore/nearshore centers.
• Knowledge of GDPR (UK) and POPIA (South Africa).
• Experience scaling teams and services in a fast-growing BPO environment.

Working Conditions

• Hybrid role: remote work with occasional in-person meetings in the UK.
• Flexibility to collaborate across UK and South African time zones.
• Occasional international travel may be required.

Why Join Aetherbloom?

• Be part of an ambitious, socially driven business bridging the UK and South Africa.
• Shape and grow operational strategy in a scaling BPO.
• Enjoy a collaborative culture, global exposure, and strong career growth opportunities.