Bajaj Life Insurance has elevated Vivek Gupta as its Chief Operations & Customer Experience Officer. In his new role, Gupta will oversee the company’s operations and customer experience functions, with a focus on operational excellence and customer and partner journeys.
Gupta brings over two decades of experience in the insurance industry and has worked across business transformation, innovation and strategic growth. In his previous role, he led initiatives involving technologies including Virtual Reality and Conversational AI to enhance customer engagement and explore technology-led approaches within the insurance sector.
As part of his expanded mandate, Gupta will oversee the company’s end-to-end Operations, Customer Experience, and AI & Innovation charter. His responsibilities will cover policy servicing, claims management, risk governance, renewals, grievance redressal, branch operations, business continuity, digital self-service platforms, and distributor and partner engagement.
His mandate will include simplifying processes, improving service efficiency, driving AI-led innovation and developing customer journeys across the policy lifecycle.
Tarun Chugh, Managing Director & Chief Executive Officer, Bajaj Life Insurance, said, "Vivek has been an integral part of Bajaj Life's journey, contributing significantly to our strategic thinking and transformation agenda, backed by a deep understanding of the insurance ecosystem and expertise in AI and innovation. His elevation is also reflective of our belief in nurturing and creating opportunities for home-grown talent, and recognising leaders who have grown with the organisation. As he takes on this expanded mandate, we look forward to his leadership in bringing together our operations, customer experience and innovation priorities, while continuing to support our customers in achieving their life goals."
Vivek Gupta said, ““At Bajaj Life, we strongly believe that our responsibility is about being there for customers and their families when they need us most. Every interaction is an opportunity to strengthen trust, simplify the experience and give customers greater confidence in the future they are planning for. I look forward to working with our teams to build on the strong foundation we have created and further embed a culture of customer-centricity, trust and excellence across the organisation.”
The elevation comes as Bajaj Life Insurance continues to focus on operational excellence, customer-centricity and technology-led innovation as part of its broader growth plans.
