Lean Practitioner – Utilities Transformation
Gratitude IncLean Practitioner – Utilities Transformation
Job Description
Key Skills
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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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