Lean Practitioner (Utilities Transformation)
Gratitude IncLean Practitioner (Utilities Transformation)
Job Description
Key Skills
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Hiring: Lean Practitioner (Utilities Transformation)
Location: Kolkata
Experience: 8–10 Years
CTC: Up to ₹12 LPA
Band: BPO 4
Role Overview
We are looking for an experienced Lean Practitioner to drive continuous improvement and transformation initiatives across Utilities operations. The ideal candidate should have strong expertise in Lean methodologies, process optimization, and delivering measurable business outcomes through operational excellence.
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), process mapping, and time & motion studies.
Lead Lean Six Sigma projects (DMAIC / Kaizen) and ensure benefits realization.
Collaborate with stakeholders to drive automation, digitization, and AI-led process improvements.
Deliver measurable improvements in:
CSAT / NPS
AHT & Productivity
Quality & Compliance
Build and manage transformation roadmaps and value pipelines.
Facilitate Kaizen workshops, ideation sessions, and continuous improvement forums.
Establish governance mechanisms to track benefits and sustain improvements.
Support client governance (QBRs, reviews) by presenting transformation insights and outcomes.
Key Deliverables
Monthly & Quarterly value delivery (FTE savings, cost reduction, efficiency gains)
Continuous improvement pipeline with executed initiatives
Standardized processes and improved SOP adherence
Improvement in key operational KPIs (Productivity, Quality, CSAT)
Required Skills
8–10 years of experience in Operations, Transformation, or Lean roles.
Strong Lean Six Sigma expertise (Green Belt / Black Belt preferred).
Hands-on experience in BPO / Utilities domain (Retail, Collections, Billing preferred).
Expertise in:
Process Mapping & Re-engineering
Root Cause Analysis (RCA)
Data Analysis & Insights Generation
Exposure to automation and digital tools such as Power BI, RPA, and AI solutions.
Excellent stakeholder management, communication, and change management skills.
Eligibility
Experience: 8–10 Years
Location: Kolkata
Notice Period: Immediate to 30 days preferred
Important Notes
Ex-TCS employees are not eligible to apply.
PAN Card and Date of Birth (DOB) are mandatory for profile creation.
Please complete the mandatory questionnaire before your profile can be processed.
Mandatory Questionnaire
Questionnaire Link: https://myglit.com/lateral/cref/55060c68f9
Note: Filling out this questionnaire is mandatory. Profiles submitted without the completed form will not be considered.
Role
Operations Manager
Timings
Day Shift (Permanent)
Industry
BPO
Work Mode
Work from office
Process
Voice
Functional Area
ITES / BPO / Customer Service
Note: Myglit doesn't charge any money from candidates. If you have been asked to pay money to get this job then report to us immediately at support@myglit.com.
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