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.