Job Title: Lean Practitioner – Utilities Transformation

Location: Kolkata
Experience: 8–10 Years
Employment Type: Full-Time
Band: BPO 4

Role Overview

We are hiring a Lean Practitioner to lead continuous improvement and transformation initiatives across Utilities operations. The ideal candidate will have strong expertise in Lean Six Sigma methodologies, process excellence, and operational transformation, with the ability to identify process inefficiencies, deliver measurable business outcomes, and drive a culture of continuous improvement.

Key Responsibilities

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

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

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

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

• Collaborate with cross-functional stakeholders to implement automation, digitization, and AI-led process improvements.

• Deliver measurable improvements in key business metrics including:

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

  • Average Handling Time (AHT)

  • Productivity

  • Quality and Compliance

• Build and manage transformation roadmaps and continuous improvement pipelines.

• Facilitate Kaizen workshops, brainstorming sessions, and improvement forums.

• Establish governance mechanisms to track benefits realization and sustain process improvements.

• Support client governance meetings, Quarterly Business Reviews (QBRs), and operational reviews with data-driven insights.

Key Deliverables

• Monthly and quarterly value delivery through FTE savings, cost optimization, and efficiency improvements.

• Identification and execution of continuous improvement opportunities.

• Standardization of processes and enhancement of SOP adherence.

• Improvement in operational KPIs including Productivity, Quality, CSAT, and Compliance.

Required Skills & Qualifications

• 8–10 years of experience in Operations, Transformation, Lean, or Continuous Improvement roles.

• Lean Six Sigma Green Belt or Black Belt certification (preferred).

• Strong experience in the BPO/Utilities domain (Retail, Billing, Collections, or Customer Operations preferred).

• Expertise in:

  • Process Mapping & Re-engineering

  • Root Cause Analysis (RCA)

  • Data Analysis and Performance Insights

• Exposure to automation and digital transformation tools such as Power BI, RPA, and AI solutions.

• Excellent stakeholder management, communication, and presentation skills.

• Ability to influence cross-functional teams and successfully drive organizational change.

Eligibility Criteria

• Experience: 8–10 years

• Location: Kolkata

• Notice Period: Immediate to 60 days preferred.

• Mandatory: PAN Card and Date of Birth (DOB) are required for profile creation.

• Not Eligible: Ex-TCS employees are not eligible to apply.

Preferred Candidate Profile

• Strong analytical and problem-solving skills.

• Proven track record of delivering measurable business transformation outcomes.

• Experience in client-facing transformation and governance engagements.

• Ability to manage multiple improvement initiatives simultaneously.

If you have a passion for process excellence, operational transformation, and driving measurable business impact, we'd love to hear from you.