Lean Practitioner - Utilities Transformation

Gratitude Inc

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3 hours ago

Lean Practitioner - Utilities Transformation

8-10 Year(s)

₹ 80 - ₹ 90 Thousand p.m

Kolkata (Kolkata)

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Job Description

Key Skills

Call Center Process Mapping CSAT BPO Skills billing process Retail account Six Sigma Greenbelt/Blackbelt and /or Lean Sigma certification Lean Six Sigma Greenbelt Proven Root Cause Analysis (RCA) skills SIPOC Process mapping & re-engineering

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Job Title: Lean Practitioner - Utilities Transformation

Location: Kolkata, India

Work Setup: Onsite

Work Schedule: To be discussed

Employment Type: Full-Time

Experience: 8 to 10 Years

Band: BPO 4

Salary: Up to 12 LPA

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 including FTE savings, cost optimisation, and CSAT improvement, and embedding Lean and Six Sigma culture within operations.

Key Responsibilities:

- Drive end-to-end Lean transformation initiatives across utilities processes including 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 and motion studies, and process mapping

- Lead Lean Six Sigma projects DMAIC and Kaizen and ensure benefits realisation

- Work closely with stakeholders to drive automation, digitisation, and AI-led improvements

- Deliver measurable improvements in CSAT, NPS, AHT, Productivity, Quality, and 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 and reviews with insights on improvement initiatives

Key Deliverables:

- Monthly and Quarterly value delivery in FTE, cost, and efficiency gains

- Identified and executed continuous improvement opportunities pipeline

- Standardised processes and improved process adherence and SOPs

- Improvement in key KPIs including Productivity, Quality, and CSAT

Required Skills:

- Strong experience in Lean Six Sigma. Green Belt or Black Belt preferred

- Hands-on experience in BPO or Utilities domain. Retail, Collections, Billing preferred

- Expertise in process mapping and re-engineering

- Expertise in root cause analysis

- Expertise in data analysis and insights generation

- Exposure to automation and digital tools such as Power BI, RPA, AI solutions

- Strong stakeholder management and communication skills

- Ability to influence cross-functional teams and drive change

- Approximately 10+ years in Operations, Transformation, or Lean roles

Notes:

- PAN and DOB required for profile creation

How to Apply:

Send your updated resume. Apply now.

Role

Account Manager

Timings

Rotational Shifts (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Semi-Voice

Functional Area

ITES / BPO / Customer Service

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Norman Bogonko

Recruiter - Gratitude Inc

NA, kenya

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