Lean Practitioner (Utilities Transformation)

Gratitude Inc

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1 week ago

Lean Practitioner (Utilities Transformation)

8-9 Year(s)

Kolkata

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Job Description

Key Skills

Root cause analysis Stakeholder Management Power BI Process Mapping Lean Six Sigma Black Belt Process Improvement

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Location

Kolkata

Experience

8–10 Years

Salary

Up to ₹12 LPA

Employment Type

Full-Time

Job Description

We are looking for an experienced Lean Practitioner to drive continuous improvement and transformation initiatives across Utilities operations. The ideal candidate will have strong expertise in Lean Six Sigma methodologies, process optimization, and operational excellence, with the ability to deliver measurable business outcomes through process improvements, automation, and stakeholder collaboration.

Key Responsibilities

Lead end-to-end Lean transformation initiatives across Utilities operations, including Customer Operations, Billing, Metering, Collections, and Back Office processes.
Identify opportunities for process optimization, FTE reduction, capacity creation, and cost savings.
Conduct process diagnostics using SIPOC, Value Stream Mapping (VSM), process mapping, and time & motion studies.
Drive Lean Six Sigma projects using DMAIC, Kaizen, and other continuous improvement methodologies.
Collaborate with stakeholders to implement automation, digitization, and AI-driven process improvements.
Improve operational KPIs such as Productivity, AHT, Quality, Compliance, CSAT, and NPS.
Build transformation roadmaps and maintain a continuous improvement opportunity pipeline.
Facilitate Kaizen workshops, brainstorming sessions, and continuous improvement programs.
Track project benefits, establish governance mechanisms, and ensure sustainability of improvements.
Support client governance meetings, QBRs, and business reviews by presenting transformation insights and value delivered.

Required Skills

8–10 years of experience in Operations, Lean, Continuous Improvement, or Transformation roles.
Strong expertise in Lean Six Sigma (Green Belt or Black Belt preferred).
Experience in BPO or Utilities domain (Billing, Customer Operations, Retail, or Collections preferred).
Hands-on knowledge of Process Mapping, Value Stream Mapping, SIPOC, Root Cause Analysis (RCA), and Process Re-engineering.
Experience with automation and digital tools such as Power BI, RPA, or AI-based solutions.
Strong analytical, problem-solving, stakeholder management, and communication skills.
Ability to lead cross-functional teams and drive organizational change.

Key Deliverables

Monthly and quarterly value delivery through cost savings, FTE optimization, and efficiency improvements.
Continuous improvement pipeline with measurable business impact.
Standardized processes and enhanced SOP adherence.
Improved Productivity, Quality, Compliance, CSAT, and operational performance.

Eligibility

Ex-TCS employees are not eligible to apply.
PAN Card and Date of Birth (DOB) are mandatory for profile creation.

Role

Operations Manager

Timings

Day Shift (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Non-Voice

Functional Area

ITES / BPO / Customer Service

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