Job Title: Lean Practitioner – Utilities Transformation

Job Summary

We are looking for an experienced Lean Practitioner to drive continuous improvement and transformation initiatives across utilities operations. The role focuses on identifying process inefficiencies, optimizing costs, improving productivity, and delivering measurable business outcomes, including FTE savings, enhanced customer satisfaction, and improved operational quality.

The ideal candidate will have strong expertise in Lean Six Sigma methodologies, process re-engineering, root cause analysis, and stakeholder management, along with hands-on experience in BPO or utilities operations.

Key Responsibilities

• Lead end-to-end Lean transformation initiatives across utilities processes, including customer operations, billing, metering, collections, and back-office activities.

• Identify opportunities for FTE optimization, capacity creation, productivity improvement, and cost savings.

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

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

• Ensure measurable benefits realization and sustain improvements across operations.

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

• Improve key performance indicators, including CSAT, NPS, Average Handle Time (AHT), productivity, quality, and compliance.

• Develop and maintain value pipelines and transformation roadmaps.

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

• Establish governance mechanisms to track benefits and sustain operational gains.

• Support client governance meetings, Quarterly Business Reviews (QBRs), and performance reviews with insights on transformation initiatives.

• Standardize processes, improve SOPs, and strengthen process adherence.

Key Deliverables

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

• Identification and execution of continuous improvement opportunities.

• Standardized processes and improved SOP adherence.

• Measurable improvements in productivity, quality, customer satisfaction, and compliance.

Required Qualifications and Skills

• 8–10 years of relevant experience in operations, transformation, or Lean roles.

• Strong experience in Lean Six Sigma; Green Belt or Black Belt certification is preferred.

• Hands-on experience in BPO or the utilities domain, preferably retail utilities, collections, or billing.

• Expertise in process mapping, process re-engineering, and root cause analysis (RCA).

• Strong data analysis and insights-generation skills.

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

• Excellent stakeholder management and communication skills.

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

Important Eligibility Criteria

• Location: Kolkata.

• Former TCS employees are not eligible to apply.

• PAN and date of birth (DOB) are mandatory for profile creation.