Headline

Associate Director – Process Excellence & AI Transformation @ Khatabook | Scaling Ops Through AI, Automation & Data

About

I drive AI-led process transformation for fintech and marketplace platforms, with 9+ years spanning strategy, operations, and program management. At Khatabook — India's leading digital bookkeeping platform for 10M+ SMB merchants — I've led AI transformation across collections, sales, and ops: - Scaled collections AI audit coverage , enabling proactive risk detection and cutting manual review costs by 45% - Built and launched a fully digitized Lead Management System across 500+ field agents, eliminating spreadsheet-based workflows - Improved agent efficiency by 45% through centralized process automation — without adding headcount - Deployed voice AI/voicebots into collections operations as part of a broader AI transformation program Earlier, at OLX Group, I redesigned end-to-end sales and contact center processes, improving lead-to-appointment conversion from 10% to 21% and generating ₹25L/month in incremental revenue through workflow optimization. I'm proficient in SQL and data-driven decision-making, and PMP/Prosci-certified in program and change management. I'm energized by building scalable ops systems — from digitizing field workflows to deploying AI in high-volume operations — that deliver measurable, exec-visible impact.

Location

Bengaluru

AI stack

claude

perplexity

ChatGPT

Work experience

Associate Director - Process at Khatabook, Apr 2025 - Present · 1 yr 6 mos, On-site, • Spearheading the Process Excellence function for sales and collections in the lending vertical, driving digital transformation initiatives. • Implemented AI-driven projects that enhanced operational efficiency and improved vendor relations.

Senior Process Manager at Khatabook, Oct 2023 - Mar 2025 · 1 yr 6 mos, On-site

Process Manager at Khatabook, Sep 2022 - Oct 2023 · 1 yr 2 mos, Bengaluru, Karnataka, India

Process Adoption Lead, Customer Success at Autodesk, May 2021 - Aug 2022 · 1 yr 4 mos, Bengaluru, Karnataka, India, - Led the process optimization for Global Product Support in Customer Success Org in APAC and EMEA -Reviewed processes to optimize the use of resources, built a process roadmap and bring the change effectively. • Drove adoption of business process standards and tools and continuously solicited feedback for improvement • Reduced process errors by ensuring teams are knowledgeable of existing process, and covering process documentation gaps • Delivered timely relevant training and learning content to the Global Product Support teams to continuously improve ramp-up time and adherence to new processes.

Process Excellence Lead at OLX Group, Jun 2020 - May 2021 · 1 yr, Gurugram, Haryana, India, - Redesigned end-to-end sales and contact center processes, improving lead-to-appointment conversion from 10% to 21% — a 2x improvement - Reduced dealer back-out rate from 17% to 5% through structured follow-up workflows and CX interventions, directly impacting GMV retention - Generated ₹25L/month in incremental revenue through process optimization and workflow automation initiatives - Reduced inventory turnaround time by 70%, significantly cutting holding and operational costs - Authored BRDs and led CRM implementation on LeadSquared and Salesforce; supervised 4 Process Coordinators

Process Associate at OLX Group, Jan 2019 - Jun 2020 · 1 yr 6 mos, Gurugram, Haryana, India

Associate - City Operations at Cuemath, Aug 2017 - Dec 2018 · 1 yr 5 mos, Hyderabad, Telangana, India, • Account management and partnership with preschools schools and gated communities and maintaining an increasing growth chart for them. • Understand the supply dynamics of the city and analyse the areas to find an ideal Cuemath teacher partner. • Pitch the educated housewives the opportunity to restart their career, onboard them as Certified Cuemath Teacher • Analyse and track the teacher growth month on month basis and give necessary recommendations using Analytics. • Partner with agencies for conducting BTL activities and acquire teachers and students offline.

Operations Consultant at Uber, Aug 2016 - Mar 2017 · 8 mos, Jaipur Area, India, • Lead the supply project UBER DOST and assisted the Sales Team, enabling Uber scale faster in Jaipur. • Did the pre-Launch Market Research for UBER MOTO. • Worked with the Policy Team in simplifying the conversion process for Private Bike to Commercial Bike in association with Rajasthan Government. • Conducted Partner Appreciation Event for Uber's second year anniversary at Marriot Jaipur. • Worked closely with Operations team to manage the process of on-boarding new partners and support existing ones through remote support.

Education

Bachelor of Technology - BTech, Computer Science, The LNM Institute of Information Technology

High School, Non- medical, Campus School CCS HAU Hisar