Lean Practitioner – Utilities Transformation

Gratitude Inc

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1 week ago

Lean Practitioner – Utilities Transformation

8-10 Year(s)

Kolkata

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Job Description

Key Skills

Data Analysis Root cause analysis Power BI RPA Tools BPO Voice Process billing process Six Sigma Green/Black Belt Certification Process mapping & re-engineering

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Job Title: Lean Practitioner – Utilities Transformation

Location: Kolkata

Experience: 8–10 Years

Employment Type: Full-Time

Role Overview

We are seeking an experienced Lean Practitioner to lead continuous improvement and transformation initiatives across Utilities operations. The ideal candidate will have expertise in Lean Six Sigma methodologies, process optimization, and driving measurable business outcomes such as cost savings, productivity improvements, and enhanced customer satisfaction.

Key Responsibilities

Drive end-to-end Lean transformation initiatives across Utilities processes (Customer Operations, Billing, Metering, Back Office, etc.).
Identify opportunities for FTE reduction, capacity creation, and cost optimization.
Conduct process diagnostics using SIPOC, Value Stream Mapping (VSM), time & motion studies, and process mapping.
Lead Lean Six Sigma projects using DMAIC and Kaizen methodologies.
Collaborate with stakeholders to implement automation, digitization, and AI-led process improvements.
Improve key operational metrics including CSAT, NPS, AHT, Productivity, Quality, and Compliance.
Build and maintain transformation roadmaps and continuous improvement pipelines.
Facilitate Kaizen workshops and continuous improvement initiatives.
Establish governance mechanisms to track benefits and sustain process improvements.
Support client governance meetings (QBRs and reviews) by presenting transformation insights and business outcomes.

Key Deliverables

Monthly and quarterly value delivery through efficiency gains and cost optimization.
Execution of continuous improvement initiatives.
Standardized processes and improved SOP adherence.
Measurable improvement in Productivity, Quality, and Customer Satisfaction KPIs.

Required Skills & Qualifications

8–10 years of experience in Operations, Transformation, or Lean roles.
Lean Six Sigma Green Belt or Black Belt certification preferred.
Experience in BPO and Utilities domain (Retail, Billing, or Collections preferred).
Strong knowledge of:
- Process Mapping & Re-engineering
- Root Cause Analysis (RCA)
- Data Analysis & Insights
Exposure to Power BI, RPA, Automation, and AI solutions.
Excellent stakeholder management, communication, and change management skills.

Important Notes

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

Application Process

To proceed with your application, please complete the AI Assessment using the link below.

Assessment Link: https://myglit.com/lateral/cref/d5b884bd56

Role

Operations Manager

Timings

Day Shift (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Voice

Functional Area

ITES / BPO / Customer Service

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