Sanjay Arora
Chief of Operations @Tata AIA Life Insurance
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WORK HISTORY
Chief of Operations @Tata AIA Life Insurance
Mumbai, IN
I am leading the transformation of Tata AIA Life as part of the Executive Leadership team, directing Retail & Group Portfolio operations across New Business, Underwriting, Claims, and Customer Service. I am spearheading renewal collections, distribution operations, and service-to-sales transformation, while continuously advancing process excellence to deliver higher productivity, quality, and cost optimization. I am overseeing a large-scale team across multiple branches, managing a multi-crore annual budget with strict fiscal discipline. I am also deploying enterprise-wide transformation platforms, including automated underwriting, next-gen claims systems, and workflow automation to enable faster, seamless operations.I am championing digital innovation and operational excellence by launching AI and automation initiatives, including GenAI chatbots, video verification bots, AI risk analytics, and WhatsApp-based premium payment systems. I am monitoring multi-crore transactions quarterly, ensuring continuous governance, compliance, and exception management. I am driving top-tier customer experience, tracking CSAT/CES across 20+ touchpoints, and achieving cost reduction while securing #1 persistency performance in multiple cohorts and leading large-scale operational overhauls during regulatory changes.
EDUCATION
Information Systems and Control Association
CISA, Information System Audit
National College
Bachelor of Commerce (BCom), Accounting and Finance
Institute of Chartered Accountants of India
CA, Accounting and Auditing
Institute of Internal Auditors, US
CIA, Certification in Internal Audit
SKILLS
ABOUT SANJAY ARORA
Driving Customer-Centric Growth & Operational Excellence in InsuranceWith over 25 years of experience in the insurance industry, I specialize in embedding a culture of continuous improvement and architecting large-scale process transformations. I have led retail and corporate operations, digital transformation, and regulatory excellence, consistently aligning strategy with execution. My work has been recognized for scaling Tata AIA from rank #17 to #3 among private life insurers by building a employee, multi-distribution enterprise with industry-leading persistency and claims settlement metrics.Transforming Operations into Growth EnginesI excel at leveraging AI/ML-powered automation, next-gen customer experience platforms, and innovative revenue models to transform operations into engines of growth. My initiatives have delivered double-digit cost efficiencies while enhancing operational quality. I bring deep expertise in aligning large-scale operational processes with strategic objectives, ensuring that transformation efforts generate measurable business impact.Operational Leadership with Measurable ImpactThroughout my career, I have successfully scaled operations to absorb 2–3X business volumes while maintaining cost efficiency and superior quality benchmarks. I have driven cost reduction per transaction through productivity improvements, automation, and workforce optimization. I have also scaled the Service-to-Sales vertical, unlocking a new profit growth lever within operations.Innovating Products & Industry BenchmarksI am passionate about creating solutions that redefine industry standards. One of my signature achievements includes conceptualizing and launching “Vitality,” India’s first wellness-linked life insurance product, in partnership with Discovery Group (South Africa), establishing a new benchmark in the market. My mission is to continue delivering transformative operational strategies, innovative solutions, and sustainable growth at scale.
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