Lean Practitioner – Utilities Transformation (Lean Six Sigma) | Kolkata | Up to ₹12 LPA

Location: Kolkata (Onsite)
Experience: 8–10 Years
Salary: Up to ₹12 LPA
Job Code: 420036
Hiring: Immediate

Drive Large-Scale Transformation in Utilities Operations

We are looking for an experienced Lean Practitioner to lead continuous improvement and business transformation initiatives across Utilities Operations. This role is ideal for professionals with a strong background in Lean Six Sigma, process excellence, operational transformation, and BPO utilities operations who can deliver measurable business value through process optimization, automation, and data-driven improvements.

If you have successfully led Lean transformation programs, delivered productivity gains, and partnered with business leaders to improve operational performance, we'd like to hear from you.

Key Responsibilities

• Lead end-to-end Lean Transformation initiatives across Utilities operations, including Customer Service, Billing, Metering, Collections, and Back-Office processes.

• Identify and deliver opportunities for FTE optimization, cost reduction, capacity creation, and operational efficiency.

• Conduct process diagnostics using Lean tools such as SIPOC, Value Stream Mapping (VSM), Process Mapping, and Time & Motion Studies.

• Lead Lean Six Sigma (DMAIC, Kaizen) projects from opportunity identification through implementation and benefits realization.

• Drive automation, digitization, and AI-enabled process improvements in collaboration with cross-functional teams.

• Improve key operational metrics, including:

  • Customer Satisfaction (CSAT) / Net Promoter Score (NPS)

  • Productivity and Average Handle Time (AHT)

  • Quality and Compliance

• Develop transformation roadmaps, continuous improvement pipelines, and value-tracking dashboards.

• Facilitate Kaizen workshops, ideation sessions, and continuous improvement programs.

• Establish governance frameworks to sustain improvements and monitor business benefits.

• Present transformation updates and value realization during client governance meetings and quarterly business reviews (QBRs).

Key Deliverables

• Measurable monthly and quarterly value delivery through cost savings, FTE optimization, and productivity improvements.

• Continuous improvement pipeline with successfully implemented initiatives.

• Standardized processes, updated SOPs, and improved process compliance.

• Sustainable improvements across productivity, quality, customer experience, and operational performance.

Required Qualifications

Mandatory

• 8–10 years of experience in Lean, Operational Excellence, Continuous Improvement, Business Transformation, or Process Excellence roles.

• Hands-on experience in BPO Utilities Operations (Customer Operations, Billing, Metering, Retail, or Collections).

• Strong expertise in:

  • Lean Six Sigma methodologies

  • Process Mapping and Business Process Re-engineering

  • Root Cause Analysis (RCA)

  • Data Analysis and Performance Improvement

• Proven ability to lead cross-functional transformation initiatives and influence stakeholders.

• Excellent communication, presentation, and stakeholder management skills.

Preferred

• Lean Six Sigma Green Belt or Black Belt Certification.

• Experience with Power BI, Robotic Process Automation (RPA), AI-driven process improvement, or digital transformation tools.

• Experience supporting client governance, transformation reviews, and operational performance reporting.

Why Join Us?

• Lead high-impact transformation initiatives within the Utilities sector.

• Drive measurable business outcomes through Lean and digital transformation.

• Work with cross-functional teams to deliver operational excellence.

• Competitive compensation of up to ₹12 LPA.

• Excellent opportunities for career growth in Process Excellence and Business Transformation.

Important Eligibility Criteria​

• PAN and Date of Birth (DOB) are required for profile creation and application processing.

Recruitment Process

• Resume Screening

• Hiring Manager Interview

• Business Interview

• Final Selection

Pre-Screening Questions

To help us assess your application, please provide the following:

1. Total years of experience in Lean, Operational Excellence, or Business Transformation:

2. Do you have experience in the Utilities BPO domain (Customer Operations, Billing, Metering, Retail, or Collections)? Please describe.

3. Are you certified in Lean Six Sigma (Green Belt/Black Belt)? If yes, please specify.

4. What Lean tools and methodologies have you used (e.g., DMAIC, Kaizen, SIPOC, VSM, RCA)?

5. Do you have experience with Power BI, RPA, AI, or other automation tools?

6. Current/Last Drawn Salary:

7. Expected Salary:

8. Notice Period / Earliest Available Start Date:

9. Are you currently based in Kolkata or willing to relocate?

10. Have you ever worked for TCS?