Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Aalok Upadhyay

eDiscovery Professional
Pune,Maharashtra

Summary

Dynamic Leader with a proven track record at Epiq Global, growing the team from 9 to 900+ and industry experience of 20+ years. Spearheaded various eDiscovery business units, enhancing customer satisfaction and fostering client relationships. Expert in driving strategic initiatives and implementing robust feedback systems for continuous service improvement. Excelled in analytical thinking and teamwork. Recognized for outstanding contributions with the President Club Award in 2022.

Overview

21
21
years of professional experience
6
6
years of post-secondary education
2
2
Certifications

Work History

Director, Client Services

Epiq Global
04.2015 - Current
  • Joined Epiq in 2015 to execute growth plan of (9 to 900+ Head Count) in 2024.
  • Formed India Client Services Team from ground up, assisting Global Clients & Operations team independently. It includes “Final Delivery of projects, Client Interaction, Submitting Client requests to Operations, Troubleshoot Technical Issues, Working in sync with Global Tech Support Teams - 24*7.
  • Part of Core Epiq India Leadership Team and responsible for Epiq India (Pune) Site as Operations Leader. Contributed to set-up various teams such as eDiscovery Operations, Information Governance, Forensics.
  • Identified opportunities and execution of strategy for Globalization.
  • Developed robust hiring and capacity building mechanism
  • Enhanced on-boarding program, process training and new hire development.
  • Ensured BU meet AOP Goals and maintain P&L (Actual Vs. Budget).
  • Identified opportunities by Idea Generation, Continuous Improvement and Automation.
  • Planned and monitored People Centric initiatives to foster Culture, DEI & Employer Branding.
  • Driving employee engagement and L&D initiatives
  • Driving Culture of Client Centricity and High Quality Service
  • Improved overall company performance by identifying opportunities for growth and leading cross-functional teams to execute strategic initiatives.
  • Implemented data-driven decision-making processes, improving efficiency and effectiveness of client service operations.
  • Implemented robust client feedback system, leading to continuous improvement in service delivery and increased customer loyalty.
  • President Club Award and Annual Excellence Award Winner - 2022.

Process Head - EDiscovery

Mangalam Information Technologies Private Limited
07.2003 - 04.2015
  • Spearheading Business Unit of 200+ employees assisting Global Clients 24*7 model, reporting to Vice President & CEO.
  • Responsible for satisfying client's specifications & ensuring their implementation. Handling client's based upon difficulty level / TAT & volume and formulating team. Performing Monthly Review with Leads/Managers
  • Involved in conceptualizing, planning, implementing and monitoring of training strategies to drive performance metrics. Responsible for generating revenue thereby enhancing business for company.
  • Efficiently managing performance improvement and quality analysis for team and ensuring delivery of reports within turn around time. Keeping track of quality by sampling procedures, analyzing loopholes, working out probable causes & assuring desired output.
  • Ensuring smooth implementation of HR policies for manpower planning, recruitment, selection, induction, orientation and development of employees in organization.
  • Managing administration of performance management programme, including performance reviews and appraisals for all staff members. Keeping check on attrition and retention planning.
  • Checking daily operational procedures for smooth process efficiency, making/upgrading SOPs for effective running of unit & handling unit as profit center.

Education

Executive Program in Business Finance -

Indian Institute of Managment
Ahmedabad, India
09.2023 - 04.2024

Diploma in Marketing - Marketing

Ahmedabad Management Association
Ahmedabad, India
01.2012 - 06.2012

PGDBA - Operations & HRM

Symbiosis Institute of Management Studies
Pune
01.2007 - 04.2009

Bachelor's of Commerce - Statistics & Accounts

Gujarat University
Ahmedabad
07.2003 - 03.2006

Skills

Customer Satisfaction

Analytical mindset

Client Relationship Building

Customer Satisfaction

Certification

6 Sigma Green Belt

Timeline

Executive Program in Business Finance -

Indian Institute of Managment
09.2023 - 04.2024

Director, Client Services

Epiq Global
04.2015 - Current

6 Sigma Green Belt

12-2014

Diploma in Marketing - Marketing

Ahmedabad Management Association
01.2012 - 06.2012

PGDBA - Operations & HRM

Symbiosis Institute of Management Studies
01.2007 - 04.2009

Process Head - EDiscovery

Mangalam Information Technologies Private Limited
07.2003 - 04.2015

Bachelor's of Commerce - Statistics & Accounts

Gujarat University
07.2003 - 03.2006

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