Job Description and job Specification: Position Operations Head
Job Title: Operations Head People, Culture & Governance
Reporting: COO Kosmoderma Healthcare
Department: People, Culture & Governance
Location: Kosmoderma Health Care Pvt Ltd, Corporate Office, Bangalore

Role Purpose
To lead and strengthen people operations, employee engagement, culture, training, grievance management, client escalations, and legal coordination across all Kosmoderma clinics and corporate functions.
This role is responsible for ensuring a high-performance work culture, seamless HR operations, structured people governance, and effective resolution of employee and client concerns.
Departments Under This Role

- HR Operations
- Payroll Governance
- Training & Development
- Employee Grievance
- People & Culture
- Client Feedback & Escalations
- Legal Coordination & Case Follow-ups
- SOP Governance (People Processes)
- HR Compliance
- Clinic Audits

Core Responsibilities
Key Responsibilities
HR Operations & Workforce Management

- Oversee HR operations across all clinics and corporate teams.
- Drive attendance governance, manpower planning, transfers, and employee lifecycle management.
- Ensure smooth onboarding, confirmations, and exit formalities.

Administration & Operational Support

- Manage administrative operations across all locations like Housekeeping & Vallet
- Ensure all the clinics are opened on time as per the duty hours.
- Ensure the manpower of House keeping & Vallet are available without any interruptions at the clinic.
- Oversee operational billing support.

Payroll Governance

- Validate payroll inputs including attendance, incentives, deductions, and leave records.
- Coordinate with Finance to ensure timely and accurate payroll processing.
- Ensure payroll compliance and confidentiality.

Insurance & Risk Coordination





- Coordinate insurance for clinics, equipment, and vehicles.
- Maintain records of policies, renewals, and claims.
- Ensure risk mitigation through operational controls.

Training & People Development

- Lead training and development initiatives across all levels.
- Coordinate behavioural, service excellence, and leadership development programs.
- Ensure training effectiveness and implementation across clinics.

Employee Grievance & Culture Management

- Manage employee grievance handling and disciplinary matters.
- Build and strengthen a positive organisational culture.
- Drive employee engagement and retention initiatives.

Client Feedback & Escalation Management

- Oversee client feedback mechanisms across all clinics.
- Handle escalated client complaints and service recovery processes.
- Coordinate with clinic teams for corrective and preventive actions.

Legal Coordination & Case Handling

- Coordinate with legal consultants on notices, disputes, and escalations.
- Maintain records related to legal cases and employee matters.
- Ensure timely communication and closure of legal coordination matters.

SOP & HR Compliance Governance

- Ensure implementation of HR policies and SOPs across all locations.
- Conduct HR process audits and compliance reviews.
- Maintain statutory HR documentation and records.

People Audits

1. Conduct monthly clinic people audits.
2. Track audit findings and ensure closure of action points.
3. Maintain operational audit dashboards and reports.

Key KPIs

- Employee retention & attrition rate
- Payroll accuracy percentage
- Employee grievance closure TAT
- Client escalation closure TAT
- Employee engagement score
- Training completion & effectiveness score
- HR audit compliance score
- Insurance & Risk Co-ordination
- Digital records upkeeping by the employees

1. Billing- Clinic Manager / Incharge
2. EMR- Doctors
3. EM Medical Aesthetician

📌 Head Operations (Bengaluru)
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