Harshini Dwivedi
Gurugram, Haryana
Summary
Strategic Client Engagement & Business Operations Professional with 6+ years of experience in managing key client accounts, stakeholder relationships, vendor management, recruitment operations, and cross-functional collaboration across service and manufacturing industries.
Proven expertise in client engagement, operational delivery, SLA/KPI management, escalation handling, procurement operations, and administrative coordination, ensuring high service standards and seamless business continuity.
Skilled in collaborating with internal teams, clients, and external stakeholders to support smooth operations, timely execution, and service efficiency.
Experienced in client relationship management, MIS reporting, CRM platforms, project coordination, inventory & logistics operations, tender management, and operational analytics within fast-paced business environments.
Proficient in Zoho Suite, SAP Ariba, Coupa, Tally Prime, and operational workflow management, with strong communication, stakeholder management, and business coordination capabilities.
Overview
6
6
years of professional experience
Work History
Business Operations & Client Engagement Manager
Incidus Services Pvt. Ltd.
Gurugram
12.2025 - Current
- Leading end-to-end recruitment operations and client engagement delivery for enterprise accounts, ensuring timely closures and service quality compliance
- Managing a team of recruiters and coordinating daily hiring activities, delivery tracking, sourcing governance, and recruitment operations independently
- Driving hiring fulfilment across multiple functions and experience levels while ensuring adherence to SLA/KPI benchmarks and turnaround timelines
- Partnering with hiring managers, clients, and stakeholders to understand business requirements and align recruitment strategies accordingly
- Overseeing sourcing operations, screening governance, interview coordination, offer management, and candidate lifecycle processes to improve hiring efficiency
- Monitoring recruitment KPIs including closure ratio, TAT, pipeline conversion, and delivery performance, presenting MIS insights and operational updates to leadership
- Handling client escalations, stakeholder communication, and service delivery coordination to maintain strong client relationships and business continuity
- Streamlining recruitment operations through ATS management, reporting governance, vendor coordination, interview scheduling, and process optimisation initiatives
- Managing onboarding coordination, compliance documentation, operational workflows, and employee record management to ensure seamless hiring execution
- Supervising vendor coordination, payment follow-ups, operational documentation, and recruitment support activities across ongoing mandates
- Collaborating with cross-functional teams to support recruitment delivery, operational alignment, and client servicing requirements across multiple projects
- Managing strategic client accounts including NTT Data, Outscale, Xebia, CTBC Bank, Novigo, Emulus, and US-based clients
Project Operations & Client Coordination
Jmxworks Pvt Ltd.
Gurugram
09.2024 - 12.2025
- Delivered end-to-end project coordination and business operations support, ensuring milestone-driven execution and timely project delivery
- Facilitated cross-functional collaboration across operations, production, engineering, and client teams to support seamless operational alignment
- Served as the primary point of contact for clients, managing stakeholder communication, escalations, relationship management, and service issue resolution
- Monitored project timelines, deliverables, operational KPIs, and MIS dashboards to improve execution visibility and workflow efficiency
- Executed complete Zoho Books operations, including quotation generation, invoicing, payment tracking, reconciliation, and financial MIS reporting
- Directed vendor management and procurement activities, including vendor onboarding, RFQ coordination, techno-commercial negotiations, and cost optimisation initiatives
- Strengthened project financial governance through budget monitoring, expense tracking, closure schedules, and operational reporting
- Governed CRM operations and customer lifecycle processes, including complaint resolution, AMC coordination, service tracking, and pipeline management
- Managed shipment documentation, customer database updates, sales order execution, and payment validation processes
- Prepared proposals, agreements, MIS reports, presentations, and operational documentation to support business operations and leadership reviews
- Coordinated logistics, inventory planning, and resource allocation to ensure smooth operational execution
- Oversaw SOP governance, audit readiness, compliance documentation, validation reports, and operational process standardisation
- Handled operational escalations, stakeholder coordination, SLA/KPI tracking, and service delivery monitoring to improve customer satisfaction
- Collaborated with OEMs and cross-functional teams for commissioning, project execution, and plant handover activities
- Managed strategic client accounts across leading automotive OEMs including Toyota, Honda, Hyundai, BMW, Tata Motors, Volkswagen, and Mahindra & Mahindra
Assistant Manager- Operations & Procurement
Kusum Industries
Bhopal
01.2022 - 07.2024
- Oversaw end-to-end plant operations, ensuring seamless manufacturing activities and uninterrupted production workflows
- Executed procurement planning and vendor coordination to optimise raw material sourcing aligned with production schedules
- Managed vendor sourcing, RFQ preparation, bidding processes, vendor onboarding, and service agreement coordination to strengthen procurement efficiency and compliance standards
- Maintained warehouse and inventory accuracy through stock verification, material tracking, and documentation control procedures
- Supervised dispatch planning, transportation scheduling, and delivery coordination for manufactured concrete poles supplied to government and enterprise clients
- Coordinated supply chain and logistics operations, including freight movement, shipment processing, transport vendor management, and timely material delivery
- Developed annual procurement plans and strategic sourcing initiatives to optimise supplier relationships and cost efficiency
- Managed complete tender lifecycle for government projects, including bid participation, compliance documentation, and techno-commercial coordination
- Led commercial negotiations with clients and suppliers to ensure profitability, quality standards, and contractual compliance
- Managed billing operations, invoicing, ledger updates, and financial documentation with strong compliance controls
- Prepared MIS dashboards, stock reports, and operational analytics to improve management visibility and decision-making
- Improved operational efficiency through inventory optimisation, cost-control measures, and procurement planning enhancements
- Monitored vendor quality performance, handled operational escalations, and resolved defective material return/replacement issues
- Supervised operational workflows, vendor coordination, and plant administration activities to ensure smooth execution
- Enforced SOP adherence, documentation governance, audit readiness, and operational compliance standards across procurement and plant operations
- Coordinated with key clients and stakeholders including MPEB, MPPKVVCL, Vindhya Telelinks, Ramky, PowerMech, Bajaj, and other government and private sector organisations
Administration & Operations Executive
Infinity Industries
Bhiwadi, Rajasthan
01.2020 - 01.2022
- Managed end-to-end office administration and workplace operations, ensuring smooth day-to-day business functioning
- Handled facility operations, vendor coordination, office maintenance, and administrative support activities
- Executed vendor lifecycle management, including vendor onboarding, registration, LOI preparation, AMC coordination, agreements, purchase orders, and work orders
- Managed vendor evaluations, RFQ processing, rate comparisons, and commercial negotiations to support cost optimisation and service quality
- Managed billing operations, invoice verification, expense tracking, and vendor payment coordination with finance teams
- Maintained MIS reports, operational records, documentation, and business trackers for management review
- Managed procurement activities and inventory control for office supplies and operational materials
- Coordinated travel arrangements, transport management, meeting schedules, and stakeholder support for leadership and visiting clients
- Managed front office operations, visitor handling, communication coordination, and administrative query resolution
- Managed contract documentation, including agreements, NDAs, vendor records, and service contracts
- Handled vendor bill validation, payment follow-ups, dispute resolution, and financial documentation processes
- Ensured compliance with administrative processes, documentation standards, and operational procedures
Education
MBA - Post Graduate in Business Administration
APS University
01-2017
B. Tech - Electrical & Electronics
RGPV University
01-2013
Certificate of Higher Education -
JSS Convent School
Core Competencies
- Client Relationship & Stakeholder Management
- Business Operations & Administration
- Recruitment Operations & Talent Coordination
- Vendor Management, Procurement & SCM Operations
- SLA / KPI Management
- Inventory, Logistics & Supply Chain Management
- Project Operations & Execution
- Escalation Handling & Service Delivery
- Cross-Functional Team Collaboration
- Compliance, SOP & Audit Readiness
- Contract Negotiation, LOI, PO & Work Order Management
- CRM Management & Customer Lifecycle Operations
- Event & Vendor Coordination
- MIS Reporting, Operational Dashboards & Documentation
Technical Skills
- Business Productivity Tools: MS Office 365 (Excel, Word, PowerPoint, Outlook), Advanced MIS Reporting
- ERP / CRM Applications: Zoho CRM, Zoho Books, Zoho People, Zoho Projects
- Procurement / SCM Tools: SAP Ariba, Coupa, Innovia
- Accounting & Operational Tools: Tally Prime, Billing & Reconciliation, Inventory Tracking, Procurement Workflows
- Reporting & Analytics: MIS Reporting, Dashboards, Operational Analytics, Power BI (Basic)
- Technical Knowledge : AutoCAD (Basic), MATLAB (Basic), MySQL (Basic), Photoshop
Personal Information
- Address: Signature, Sohna Road, Gurugram, Haryana
- Languages: English & Hindi
Timeline
Business Operations & Client Engagement Manager
Incidus Services Pvt. Ltd.
12.2025 - Current
Project Operations & Client Coordination
Jmxworks Pvt Ltd.
09.2024 - 12.2025
Assistant Manager- Operations & Procurement
Kusum Industries
01.2022 - 07.2024
Administration & Operations Executive
Infinity Industries
01.2020 - 01.2022
MBA - Post Graduate in Business Administration
APS University
B. Tech - Electrical & Electronics
RGPV University
Certificate of Higher Education -
JSS Convent School