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