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, 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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