Mohit Khera

Customer Experience & Digital Transformation Leader with 18+ years in insurance and financial services. Proven success in CRM implementation, contact centre transformation, automation, and AI-enabled customer engagement. Delivered measurable improvements in customer satisfaction, cost efficiency, and operational excellence. Authorized to work in Canada as a Permanent Resident.

Associate Vice President - Bajaj Allianz Life Insurance

(2018-01)

• Led digital transformation of customer app/portal, raising NPS from 25 to 60+.
• Delivered major cost savings via automation and efficiency initiatives.
• Implemented CRM platforms and automated customer journeys, boosting service quality.
• Managed contact centre with 240+ workstations & 200,000+ monthly transactions.
• Introduced omnichannel servicing and AI-powered bots, reducing manual workload.

Senior Manager - Max Life Insurance

(2007-01 - 2018-12)

• Established new contact centre (infrastructure, staffing, training, governance).
• Directed CRM enhancement programs and Six Sigma projects for process optimization.
• Partnered with stakeholders to improve service delivery and operational effectiveness.

PGDBM - Symbiosis Centre for Distance Learning

B.Com (Hons) - Guru Gobind Singh College of Commerce, University of Delhi