S2E12:From Banking Giant to Insurance Transformation - Inside SBI General’s Growth Story

In this episode of Callveriq Conversations, the host sits down with Ramesh Rajapur, Head of Business Transformation, Process Governance & Customer Experience at SBI General Insurance.

Ramesh brings an extraordinary leadership journey—spending 36 years at State Bank of India, managing some of the largest operations in Indian banking before transitioning into insurance transformation.

He previously served as Chief General Manager of SBI North East Circle, handling ₹1.93 trillion in business across 783 branches, and later led SBI’s international banking operations across 37 countries.

Today, he’s driving transformation at SBI General Insurance—one of India’s fastest-growing general insurers serving 4.5 million policyholders.

This conversation explores how banking leadership translates into insurance, what transformation actually looks like at scale, and where AI, automation, and customer experience are heading next.

Key Discussion Points Include

Ramesh’s 36-year journey at SBI
Transitioning from banking to insurance leadership
Managing ₹1.93 trillion operations at SBI
Leading international banking across 37 countries
What business transformation means at SBI General
Customer experience challenges in general insurance
Role of AI and automation in insurance operations
Future of AI voice in insurance customer service

Key Insights Include

Transformation starts with process discipline
Customer experience in insurance requires trust and speed
Technology can remove operational friction at scale
AI works best in repetitive, high-volume workflows
Voice automation could reshape insurance servicing
Leadership adaptability is critical across industries

Who Should Watch This Episode

This episode is a must-watch for:

Insurance leaders BFSI professionals CX leaders Transformation leaders Operations heads AI & automation enthusiasts