(Editor's note: This is the fourth in our series of 2013 Insurance IT All-Stars. Read articles on David Lawless of Magna Carta, Peter Settel of Homesite Insurance, and Tracey Berg of West Bend Mutual. Tomorrow's feature is on Dan Colarusso of Cypress Insurance.)

As executive vice president, technology and operations for Allstate Insurance and a member of Allstate's senior leadership team, Suren Gupta explains that his initial career goal was not to be a technologist, but rather to work on the business side. He came to realize, though, that technology is indispensable for business people.

"Tom Wilson (CEO and chairman of Allstate) says it best," says Gupta. "Everyone's a business person—some happen to know technology more than others."

Gupta is responsible for enterprise-wide technology strategy, network infrastructure, enterprise applications, and technology-related governance, security and compliance activities for Allstate. He also directly supports the Allstate Protection president, leading all aspects of Allstate Protection technology, and agency and customer support functions. In addition, Gupta is responsible for the integration of shared service functions.

Gupta reports that he has had several mentors throughout his career. On his first job, he was taught the importance of organizing his thoughts and the key concepts he needed to get across when developing and delivering a presentation. As the years passed, Gupta learned the importance of strategy, planning, execution, and operational excellence. He continues to incorporate all of these lessons today, particularly in assembling the managers who work with him.

"We need leaders that are focused on customer needs while empowering their employees and continually improving," he says. "All of that is balanced with accountability. It's critical that we deliver the capabilities our customers desire and support our employees so they can deliver their best work. I look for leaders who will take personal responsibility for ensuring these happen.

Gupta joined Allstate in 2011, bringing leadership, information technology, operations, and sales experience to the insurer. Since then, he has been instrumental in enhancing delivery capabilities and focusing on innovation. He also has deployed a three-year plan and roadmap, ensuring a clear technology and operations direction that accounts for trends in the industry and facilitates long-term decision-making.

"What I'm most proud of is bringing technology and operations closer to the business," he says. "It used to be that the business areas told technology and operations what they needed and we delivered it. But now, with the importance of technology in all industries, we've adopted a balanced approach, incorporating both strategy driven by the business and strategy driven by technology. That enables us to bring technology solutions to the business that will drive innovative support of our customers."

Nothing really surprises Gupta when it comes to technology anymore.

"History tells us that technology will continually evolve and people will dream up new ideas that will revolutionize the industry," he says. "We're at a time where something amazing is always right around the corner. The key is staying up to speed on the new advances and even the early thinking to be ready to capitalize on the opportunity and deliver for your customers."

Staying open to new ideas is why Gupta believes carriers such as Allstate have placed such great emphasis on technology.

"As an information and data company, technology is at the center of how we service our customer—determine ratings, conduct underwriting activities, and provide access through mobile and the internet," he says. "Allstate greatly values technology and its capabilities."

Being open is also why Gupta doesn't worry about the future.

"I see many more opportunities in front of us," he says. "If we focus on protecting customers and their assets by utilizing the most current technology capabilities, we'll continue to add the value they've come to expect from us."

Gupta remains excited about the future because he feels the evolution of technology will continue to showcase some amazing ways companies can help customers stay safe, stay healthy, and stay financially stable.

"We're already doing that for our auto customers with the DriveWise product; this device provides customers information about their driving, giving them the opportunity for bigger discounts with improved driving habits," he says

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Insurance IT All-Star: Allstate’s Gupta Views Technology as Indispensable

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