Location: Kolkata
Experience: 8–10 Years
Band: BPO 4
Salary: Up to ₹12 LPA
Work Mode: Not specified

Role Overview

We are looking for an experienced Lean Practitioner – Utilities Transformation to drive process excellence, continuous improvement, and transformation initiatives across Utilities operations.

The candidate will be responsible for identifying operational inefficiencies, optimising processes, delivering measurable business benefits, and implementing Lean Six Sigma methodologies to improve productivity, cost efficiency, quality, and customer satisfaction.

Key Responsibilities

• Drive end-to-end Lean transformation initiatives across Utilities operations, including Customer Operations, Billing, Metering, Collections, and Back Office.

• Identify opportunities for FTE savings, capacity creation, and cost optimisation.

• Conduct process assessments using SIPOC, Value Stream Mapping (VSM), process mapping, and time-and-motion studies.

• Lead Lean Six Sigma projects using DMAIC, Kaizen, and other continuous improvement methodologies.

• Collaborate with stakeholders to implement automation, digitisation, and AI-driven process improvements.

• Improve key operational metrics, including CSAT, NPS, AHT, productivity, quality, and compliance.

• Develop transformation roadmaps and maintain a continuous improvement pipeline.

• Conduct Kaizen workshops, brainstorming sessions, and process improvement initiatives.

• Establish governance frameworks to monitor project progress, track benefits, and sustain improvements.

• Support client governance meetings, QBRs, and business reviews with performance insights.

Required Skills

• Lean Six Sigma (Green Belt / Black Belt).

• Lean Management and Continuous Improvement.

• Business Process Transformation.

• Process Mapping and Re-engineering.

• Root Cause Analysis (RCA).

• DMAIC and Kaizen Methodologies.

• Value Stream Mapping (VSM) and SIPOC.

• Process Optimisation and Cost Reduction.

• Data Analysis and Reporting.

• Power BI, RPA, and Automation Tools.

• Stakeholder Management and Change Management.

• Productivity Improvement and Quality Management.

• Utilities / BPO Operations.

Experience & Qualifications

• 8–10 years of relevant experience in Operations, Lean Management, or Business Transformation.

• Hands-on experience in BPO and Utilities operations.

• Experience in Retail Utilities, Billing, Collections, or Customer Operations is preferred.

• Strong track record of delivering measurable business improvements and cost savings.

• Lean Six Sigma Green Belt or Black Belt certification is preferred.

• Excellent communication, analytical, and stakeholder management skills.

Key Deliverables

• Deliver monthly and quarterly business benefits through FTE savings, cost reduction, and efficiency improvements.

• Identify and execute continuous improvement opportunities.

• Standardise operational processes and improve SOP adherence.

• Improve productivity, quality, compliance, and customer satisfaction.

• Ensure sustainable implementation of transformation initiatives.

Important Note

• Ex-TCS employees are not eligible to apply.

• PAN and Date of Birth (DOB) are mandatory for profile creation.