Delivery SME – Aesthetics (Cosmetics Injectables)

Position Description

Who we are

HCPA is a Regulatory consulting firm that helps clients establish and scale businesses across a wide range of highly regulated industries.

We’ve set up over 12,000 businesses across sectors such as NDIS, Aged Care, Childcare, Medicinal Cannabis, and Cosmetic Injectables, among many others.

In addition to new business setups, we also work closely with established providers, delivering consulting and advisory services in areas like growth strategy, diversification, marketing, recruitment and accessing government funds through grants and tax incentives.

You can learn more about us through our website: https://www.hcpassociation.com.au/

Position Title: Delivery SME – Aesthetics (Cosmetics Injectables)

Department: Delivery

Reports To: Associate Director of Delivery

Role Purpose The Delivery SME – Aesthetics plays a critical role in advising, supporting, and implementing aesthetic healthcare business operations and compliance systems within highly regulated cosmetic injectables and healthcare environments.

This role goes beyond basic cosmetic industry knowledge, focusing on translating regulatory requirements into practical, scalable, and operationally effective service models across cosmetic injectables clinics, telehealth aesthetics, hybrid service models, and adjacent aesthetic healthcare environments.

The SME works directly with clients to support clinic setup, compliance alignment, operational readiness, policies and procedures development, SOP creation, clinical governance support, workflow implementation, and broader operational readiness across aesthetic healthcare services.

In addition, the role contributes to building repeatable frameworks, templates, SOPs, policies and procedures, compliance resources, and delivery systems that enable HCPA to scale aesthetics consulting and advisory services across multiple clients.

Key Responsibilities

Compliance & Regulatory Guidance

- Support clients in navigating Australian healthcare regulations relevant to aesthetic and cosmetic injectables services
- Assist with compliance requirements relating to:
- Cosmetic injectables
- Telehealth aesthetics
- Clinic operations
- Poisons licensing
- Clinical governance
- Documentation requirements
- Research and interpret applicable regulatory frameworks and operational obligations
- Support regulatory readiness and compliance implementation across client projects++

Service Design & Operational Delivery (Early Learning Focus)

- Support end-to-end setup and operational structuring of aesthetic healthcare and cosmetic injectables services
- Translate regulatory, clinical, and operational requirements into practical service models
- Support:
- operational workflows
- clinical governance processes
- compliance systems
- telehealth and clinic operational models
- policies and procedures
- SOP development
- documentation frameworks
- quality assurance processes
- Support implementation across cosmetic injectables clinics, telehealth aesthetics, and hybrid care environments
- Ensure services are operationally sustainable, compliant, scalable, and clinic-ready service models

Customer Engagement & Advisory

- Work directly with clients to guide them through service setup and implementation
- Conduct client sessions to:
- refine operational structures
- review compliance readiness
- improve service delivery systems
- provide strategic operational guidance across cosmetic injectables, telehealth aesthetics,



and clinic environments
- Respond to all client queries within 24 hours
- Escalate all urgent or high-risk matters to the Associate Director – Delivery within 24 hours
- Maintain strong client satisfaction throughout the delivery lifecycle

Project Profitability & Commercial Accountability

- Set up and maintain client projects within relevant systems to track project profitability KPIs
- Conduct daily monitoring of project budgets
- When a project reaches 50% of allocated funds, proactively notify the Associate Director – Delivery Support delivery decisions that protect margins while maintaining quality outcomes

Compliance & Quality Assurance (SME Ownership)

- Ensure ongoing upkeep of compliance requirements relevant to aesthetic healthcare, cosmetic injectables, telehealth aesthetics, and clinic-based service environments
- Maintain and apply quality assurance standards across all client deliverables, operational documentation, SOPs, and compliance materials
- Conduct regular checks to ensure compliance documentation, operational outputs, and service frameworks meet internal and regulatory standards
- Identify compliance, operational, or quality gaps and escalate or remediate as required
- Support audit readiness through consistent documentation, governance alignment, and quality assurance processes

Product & Technical Knowledge (SME Level)

- Maintain advanced knowledge of aesthetic healthcare regulations, cosmetic injectables operations, telehealth aesthetics, operational frameworks, compliance expectations, policy standards, clinical governance requirements, and industry updates
- Maintain awareness of evolving Australian healthcare and aesthetics regulatory requirements relevant to client delivery environments
- Achieve a minimum 95% pass rate on all relevant product, compliance, and system assessments
- Identify knowledge gaps and escalate training needs to the Associate Director – Delivery
- Act as a knowledge reference point for the delivery team within approved scope

Systems & Process Discipline

- Ensure 100% correct and consistent system use across all delivery activities
- Complete all required system training and updates
- Identify system or process gaps and escalate to the Associate Director - Delivery
- Support continuous improvement of delivery systems and workflows

Knowledge Base & Documentation Ownership

- Maintain and improve aesthetics delivery resources including templates, policies, SOPs, checklists, operational guides, compliance tools, and clinic documentation frameworks
- Ensure all internal and client-facing documents are accurate, up-to-date, consistent, and aligned with current regulatory, operational, and quality standards
- Drive consistency across templates, policies and procedures, SOPs, operational guides, compliance resources, checklists, and delivery artefacts
- Contribute to the development, refinement, and continuous improvement of delivery frameworks, operational systems, and implementation tools across aesthetic healthcare and cosmetic injectables services

Continuous Improvement & Capability Development





- Actively contribute to continuous improvement initiatives across delivery
- Support consistent training, upskilling, and development within the relevant teams
- Identify opportunities to improve efficiency, quality, and client experience
- Implement agreed improvements across processes and documentation

Key Deliverables

- Accurate and up-to-date client projects across all systems
- Project profitability margins achieved
- High customer satisfaction ratings
- Clear risk and issue logs with documented escalation
- Well-maintained project boards for every client
- Up-to-date compliance, QA, and knowledge documentation

Success Measures (KPIs)

- Projects delivered on time, within scope, and within budget
- Accuracy and timeliness of reporting and system updates
- Quarterly priorities completed as planned
- Reduced delivery, compliance, and quality risks
- Robust project profitability outcomes
- Positive feedback from the Associate Director - Delivery and clients

Skills & Experience

- Strong understanding of aesthetic healthcare, cosmetic injectables, telehealth aesthetics, and clinic-based operational, compliance, and governance environments within regulated healthcare settings
- Experience working across cosmetic injectables clinics, telehealth aesthetics, hybrid care models, and adjacent healthcare service environments highly regarded
- Demonstrated experience supporting:
- clinic setup and operational readiness processes
- compliance and regulatory readiness activities
- clinical governance and quality assurance processes
- policies and procedures development
- SOP creation and documentation frameworks
- operational improvement and compliance alignment initiatives
- Experience navigating Australian healthcare regulatory requirements, including exposure to compliance obligations relevant to cosmetic injectables and telehealth service environments
- Strong understanding of operational compliance expectations, documentation standards, and quality assurance processes within regulated healthcare settings
- High attention to detail with strong documentation, process management, and organisational capability
- Ability to translate regulatory requirements into practical operational frameworks and scalable service models
- Client-facing consulting, advisory, or healthcare operations experience highly regarded
- Australia-based candidates preferred, with offshore candidates considered where there is strong exposure to Australian healthcare operations and regulatory environments
- Comfortable working collaboratively with consulting, delivery, and operational teams across remote or hybrid environments

What This Role Is Not To maintain clarity, this role:

- Does not operate independently of the broader delivery framework
- Does not deliver services outside approved scopes or unapproved topics
- Does not avoid accountability for individual KPIs or delivery outcomes
- Does not deprioritise compliance, quality, or documentation standards

What Success Looks Like

All client projects are delivered on time, within budget, and in alignment with the highest standards of compliance, operational quality, clinical governance, and regulatory readiness.

Clients leave with practical, scalable, and regulator-ready aesthetic healthcare operational systems, documentation, SOPs, policies and procedures, and compliance frameworks that can be confidently implemented and sustained across cosmetic injectables clinics, telehealth aesthetics, and hybrid care environments.

📌 Delivery SME – Aesthetics (Cosmetics Injectables) (Australia)
🏢 HCPA
📍 Australia