OHL Lean Practitioner

Gratitude Inc

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4 days ago

OHL Lean Practitioner

8-10 Year(s)

Kolkata

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Job Description

Key Skills

Automation Data Analysis Operational Excellence Process Mapping Value Streaming Mapping Process Improvement Lean Six Sigma Certified continuous improvement

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Lean Practitioner (Utilities Transformation)

Location: Kolkata
Experience: 8–10 Years
Domain: Utilities / BPO / Transformation

Role Summary

We are looking for an experienced Lean Practitioner to drive continuous improvement and transformation initiatives across Utilities operations. The role will focus on identifying process inefficiencies, reducing costs, improving productivity and customer experience, and embedding a strong Lean Six Sigma culture across operations.

Key Responsibilities

Lead end-to-end Lean transformation initiatives across utilities processes such as Customer Operations, Billing, Metering, Collections, and Back Office.
Identify opportunities for FTE reduction, capacity creation, productivity improvement, and cost optimization.
Conduct process diagnostics using SIPOC, Value Stream Mapping (VSM), process mapping, and time & motion studies.
Lead Lean Six Sigma DMAIC and Kaizen projects and ensure successful benefits realization.
Drive automation, digitization, and AI-led process improvement initiatives with cross-functional teams.
Improve key business metrics including CSAT, NPS, AHT, productivity, quality, and compliance.
Build and maintain 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 meetings, QBRs, and operational reviews with transformation insights.
Standardize processes, improve SOP adherence, and implement sustainable process improvements.

Key Deliverables

Monthly and quarterly FTE, cost, and efficiency benefits.
Continuous improvement opportunity pipeline.
Standardized and optimized processes.
Improved productivity, quality, compliance, and customer satisfaction.
Sustainable Lean transformation across operations.

Required Skills

Lean Six Sigma – Green Belt / Black Belt preferred
Process Improvement
Process Mapping & Re-engineering
Root Cause Analysis (RCA)
Value Stream Mapping (VSM)
SIPOC
DMAIC
Kaizen
Data Analysis
Continuous Improvement
Automation / Digital Transformation
Power BI
RPA / AI Solutions
Stakeholder Management
Change Management

Preferred Experience

8–10 years of experience in Operations, Lean, Continuous Improvement, or Transformation roles.
Hands-on experience in BPO and Utilities operations.
Experience in Retail, Collections, Billing, Metering, or Customer Operations is preferred.
Strong ability to analyze data, identify improvement opportunities, and deliver measurable business outcomes.
Excellent communication and stakeholder management skills.
Ability to influence cross-functional teams and drive organizational change.

Important Information

Ex-TCS employees are not eligible to apply.
PAN and Date of Birth (DOB) are required for profile creation.

Role

Operations Manager

Timings

Rotational Shifts (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Non-Voice

Functional Area

ITES / BPO / Customer Service

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