Lean Practitioner

Gratitude Inc

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5 hours ago

Lean Practitioner

8-10 Year(s)

₹ 10 - ₹ 12 Thousand p.m

Kolkata

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Job Description

Key Skills

Data Analysis Root cause analysis Process Mapping BPO Skills Six Sigma Green Belt Six Sigma Green/Black Belt Certification

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Role/Skill: Lean Practitioner (Utilities Transformation)

Location: Kolkata

Experience: 8-10 years

Band: BPO 4

Salary: up to 12 LPA

Job code: 420036

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

Billing Specialist

Timings

Flexible (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Voice

Functional Area

ITES / BPO / Customer Service

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Elizabeth Ahuioza Sanda

Recruiter - Gratitude Inc

NA, nigeria

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