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VP, Head of Service & Operations - South America

Date Posted: Jul 31, 2019

Location: Santiago, RM, CL, 0

Company: MetLife

Job Location:  Santiago, Chile or Buenos Aires, Argentina


Department: Global Technology & Operations is committed to delivering innovative technology and digital solutions that enables MetLife to deliver a world-class customer experience. The organization focuses all global talent and resources on working to exceed customer expectations. It is an environment focused on constantly innovating to leapfrog the industry, in a dynamic work environment that fosters creativity, growth and collaboration.


Role:  The individual in this role is accountable for service and operations for Chile, Brazil, Colombia, Uruguay, and Argentina.  He/she will assist in the delivery of the LatAm financial and operational targets, with special emphasis on Service and Operations (Claims, Customer Service, Underwriting/New Business and Policy Administration), through effective monitoring and control over expenses, investment performance, product profitability, headcount, and budget variances, and through the achievement of high level productivity and efficiency of the operations departments.  This position will provide solutions to business imperatives as it pertains to Service an Operations ((Policy Administration, Claims, Customer Service, Underwriting), by leveraging MetLife best practices where applicable and/or external/local solutions as required. This is a hands-on leadership position which requires frequent on-site guidance and support of their management team.  The role is accountable for the delivery of each countries financial and operational targets with a special emphasis on Service & Operations.


Key Responsibilities:


  • Develop, adjust and coordinate South America country Service &Operations strategy and corresponding business plans/budgets/initiatives and ensure they are realistic, attainable and innovative.
  • Lead major transformational projects and initiatives across the sub-region with the aim to deliver a differentiated customer experience, simplify operations with global consistency, strengthen the foundation with an engaged workforce focused on operational risk and professional operating practices and leverage the scale through better knowledge.
  • Ensure customer centricity strategic decisions are taken and implemented; allocate resources and implement projects to sustain the entire company’s strategy.
  • Assist Head of Service and Operations Mid Markets in planning and executing policy decisions, especially for Operational Excellence and Sourcing.



  • Oversee the operations departments, ensuring they achieve a high degree of productivity and provide high quality service to internal and external customers.
  • Monitor, evaluate and sponsor the enhancement of IT systems, in partnership and coordination with the Chief Information Officer.
  • Ensure that appropriate authorizations for approval, operational and financial controls are in place and that accounting standards meet legal requirements.
  • Prepare, review, and submit realistic corporate budgets. Ensure that financial results are at least as forecast in the budget. Advise the Regional Service and Operational Head for appropriate corrective actions.  Review the budgets of the Functional departments to ensure that plans support the objectives of high quality service to the customers and increased productivity. Review the sales budget to ensure that top and bottom line objectives are supported.
  • Maintain operating expense ratios within budget. Report on operating expense variances. Review and approve business travel plans, budgets, and expenses.
  • Ensure the appropriate systems and procedures support effectively the reporting system of the Company to provide accurate and timely management information. Prepare business progress reports and monthly and quarterly reports including narratives.


Essential Business Experience and Technical Skills:

  • 10-15+ years successful track record in a senior strategy and operations position within Insurance industry
  • Demonstrated ability to lead multiple, complex initiatives and organizational transformation projects and program development
  • Well organized and able to lead others in a team environment involving multiple departments, countries and organization levels
  • Deep understanding of insurance environment and internal insurance company procedures
  • Knowledge of legal and regulatory framework, competitor landscape, distribution channels, insurance products and external regulatory bodies’ requirements
  • Capability to organize and manage complex flows, interdepartmental activities, sales environment know how, customer orientation, risk management, product, audit & compliance know how
  • Ability to analyze and solve problems in the complex environment with multiple internal and external (legal and regulatory) constrains considering business and customer centricity objectives
  • Excellent communicator, with very good people management skills
  • Ability to travel 50+%
  • Undergraduate degree in related discipline;  Master’s degree plus
  • Fluent in both Spanish and English

Leadership Competencies:

  • Thinks Strategically – Sets direction aligned to the company’s strategy, applying external and global perspective to meet local and global needs.
  • Creates Partnerships – Authentically builds trusted relationships and collaborates across global, diverse and multi-functional teams to successfully drive business objectives.
  • Grows Talent – Inclusively and pro-actively develops talent, empowers individuals and manages diverse teams to drive engagement and performance.
  • Drives Results – Sets aggressive goals and is accountable for continuously driving improved performance, leading change and ensuring high standards.

Key Relationships:

  • Reports to: Senior Vice President, Global Service & Operations-Mid Markets
  • Direct reports/team:  8 direct reports; 2 indirect reports;  1000+ total organization



MetLife, through its subsidiaries and affiliates, is one of the world’s leading financial services companies, providing insurance, annuities, employee benefits and asset management to help its individual and institutional customers navigate their changing world. Founded in 1868, MetLife has operations in more than 40 countries and holds leading market positions in the United States, Japan, Latin America, Asia, Europe and the Middle East.


 We are one of the largest institutional investors in the U.S. with more than 588.7 billion in total assets under management as of December 31, 2018.  We are ranked #43 on the Fortune 500 list for 2018. In 2018, we were named to the Dow Jones Sustainability Index (DJSI) for the third year in a row. DJSI is a global index to track the leading sustainability-driven companies.