---
title: "Manik Dua - Associate Director - Process in Bengaluru | Tal"
description: "Meet Manik Dua, Associate Director – Process Excellence & AI Transformation @ Khatabook | Scaling Ops Through AI, Automation & Data based in Bengaluru. AI stack includes claude, perplexity, and ChatGPT."
image: "https://tal.club/meet/manik-dua/share-image"
---

# Manik Dua on Tal

## 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

[View the original profile](https://tal.club/meet/manik-dua)

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