Lean Practitioner (Utilities Transformation)

Gratitude Inc

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5 hours ago

Lean Practitioner (Utilities Transformation)

8-10 Year(s)

₹ 90 - ₹ 1 Lacs p.m

Kolkata

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Job Description

Key Skills

Communication Data Analysis Root cause analysis Stakeholder Management Power BI

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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

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