Lean Practitioner (Utilities Transformation)
Gratitude IncLean Practitioner (Utilities Transformation)
Job Description
Key Skills
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Role/Skill: Lean Practitioner (Utilities Transformation)
Location: Kolkata
Experience: 8-10 years
Band: BPO 4
Role Overview
We are looking for a Lean Practitioner to drive continuous improvement and transformation initiatives across Utilities operations. The role focuses on identifying process inefficiencies, delivering measurable business outcomes (FTE savings, cost optimisation, CSAT improvement), and embedding Lean / Six Sigma culture within operations.
Experience: ~10+ years in Operations / Transformation / Lean roles.
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 savings
Conduct process diagnostics using tools like SIPOC, VSM, time & motion studies, and process mapping
Lead Lean Six Sigma projects (DMAIC / Kaizen) and ensure benefits realisation
Work closely with stakeholders to drive automation, digitisation, and AI-led improvements
Deliver measurable improvements in:
o CSAT / NPS
o AHT / Productivity
o Quality & compliance
Build and maintain value pipelines and transformation roadmaps
Facilitate Kaizen workshops, ideation sessions, and continuous improvement forums
Establish governance mechanisms for tracking benefits and sustaining gains
Support client governance (QBRs, reviews) with insights on improvement initiatives
Key Deliverables
Monthly / Quarterly value delivery (FTE, cost, efficiency gains)
Identified and executed continuous improvement opportunities pipeline
Standardised processes and improved process adherence / SOPs
Improvement in key KPIs (Productivity, Quality, CSAT)
Required Skills
Strong experience in Lean Six Sigma (Green Belt / Black Belt preferred)
Hands-on experience in BPO / Utilities domain (Retail / Collections / Billing preferred)
Expertise in:
o Process mapping & re-engineering
o Root cause analysis (RCA)
o Data analysis and insights generation
Exposure to automation / digital tools (Power BI, RPA, AI solutions)
Strong stakeholder management and communication skills
Ability to influence cross-functional teams and drive change
PAN and DOB are required for profile creation
Role
Electrical Engineer-Utility
Timings
Flexible (Permanent)
Industry
BPO
Work Mode
Work from office
Process
Voice
Functional Area
Project Management / Site Engineers
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