Bajaj Life Elevates Vivek Gupta to CX & Operations Chief
Bajaj Life Insurance, one of India's leading private life insurers, announced the elevation of Vivek Gupta as its Chief Operations & Customer Experience Officer.
In his new role, he will focus on strengthening operational excellence and delivering seamless experiences for customers and partners.
Vivek brings over two decades of experience in the insurance industry and has been instrumental in driving business transformation, innovation and strategic growth.
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In his previous role, he championed initiatives such as Virtual Reality and Conversational AI to enhance customer engagement and redefine industry practices through technology.
In his expanded leadership role, Vivek will oversee the Company’s end-to-end Operations, Customer Experience, and AI & Innovation charter, spanning policy servicing, claims management, risk governance, renewals, grievance redressal, branch operations, business continuity, digital self-service platforms, and distributor and partner engagement.
He will focus on simplifying processes, enhancing service efficiency, driving AI-led innovation, and building seamless customer journeys across the policy lifecycle.
Tarun Chugh, Managing Director & Chief Executive Officer, Bajaj Life Insurance says, "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”.
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“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 organization. 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."
Commenting on his appointment, Vivek Gupta says, “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”.
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“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 organization”.
The appointment reinforces Bajaj Life Insurance’s continued focus on operational excellence, customer-centricity and technology-led innovation as it builds capabilities for the next phase of growth.