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AVP, Policy Administration - Mexico

Date Posted: Jul 29, 2018

Location: Toluca, MEX, MX, 00000

Company: MetLife

En MetLife tenemos el compromiso de fomentar la diversidad entre nuestros colaboradores y colaboradoras, a través de un trato no discriminatorio y otorgando igualdad de oportunidades laborales tanto a hombres como a mujeres.


Role Value Proposition

At MetLife, we’re leading the global transformation of an industry we’ve long defined.  Driven by passion and purpose, the AVP Policy Administration is responsible for the policy administration function of MetLife Mexico.  This includes strategy and day-to-day service management of the team that maintains and administers our customer’s policies.  In this pivotal role, you will focus on a portfolio of strategic operational initiatives that are critical to how we protect and support customers throughout the lifecycle of their policy.   


Key Responsibilities:  

  • Establish, design and deliver the Mexico Policy Administration operation strategy, including digitization, system investments as well as people and process capabilities;  advance LatAM Region new strategic focus on service quality and customer continuity through customer satisfaction
  • Collaborate with the manager or business partner to affirm or re-define service levels based on client value propositions across multiple lines of business in an effort to ensure compliance of established commitments in commercial processes, as well as the established organizational financial objectives; participate in LEAN or related operational effectiveness efforts  
  • Communicate ongoing service performance with business partners and related stakeholders, including key metrics, risks, leading indicators and key programs and establish quality services standards for all aspects of work
  • Lead policy administration, including pensions and commission processing with key activities- implementation, ongoing administration, withdrawals, loans, demographic changes/status
  • Review and update controls including monitoring against both local and global policies
  • Lead key collection processes to ensure the appropriate premium is collected and correctly applied, and follow local rules for unclaimed property
  • Work closely with other capability leaders in Mexico (claims, call center, new business and overall GTO Mexico Relationship manager
  • Mitigate noncompliance regulatory risks associated with money laundering regulations, FATCA and other local regulations by managing policy compliance, service, complaints, and claims that represent a high impact for the company.
  • Define and manage preventive and corrective action plans associated with internal and external audits to guarantee regional and global policy compliance as well as regulatory compliance based on local and global norms
  • Define and control the operation budget to ensure the coverage of intrinsic needs for the operative function under contention and cost control focus


Essential Business Experience and Technical Skills:

  • Prior experience overseeing policy administration organizations within an insurance company or related insurance operations functions
  • Possess an in-depth knowledge and proven performance in insurance policy administration
  • Demonstrated ability to develop next generation policy administration operational strategies needed to meet and drive business objectives (e.g., digitalization)
  • Demonstrated track record of driving employee engagement, team management and people leadership and development
  • Prior experience with transformational programs utilizing lean, agile, and other process methodologies.
  • Has worked in highly collaborative environment that is matrix in nature
  • Experience with unions and union negotiations considered a plus.
  • Broader financial services experience would also be considered.
  • Fluent in 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.
  • Drives Results - Sets aggressive goals and is accountable for continuously driving improved performance, leading change and ensuring high standards.
  • Seizes Opportunity - Seeks new opportunities and ways to create balanced business growth while improving operational capabilities.
    Models our Values - Creates a culture that promotes the company’s values and standards through role modeling, accountability and ownership of decisions.
  • Focuses on Customers - Promotes customer centricity and ensures focus on creating great customer experiences to achieve competitive advantage.


Key Relationships:

Reports to:  SVP Global Policy Administration

Direct reports: 6-8

Key Internal Stakeholders:   Global capability leaders (e.g., call/service centers, underwriting, claims, etc.); Mexico Relationship
                                                   Management; Cross Functional Leadership teams (e.g., Marketing, Finance, IT, etc.)

Key External Stakeholders:  Regulator, Brokers, Government authorities, Banks, Vendors,




MetLife, through our subsidiaries and affiliates, is one of the largest life insurance companies in the world. Founded in 1868, we are a global provider of life insurance, annuities, employee benefits and asset management. Our employees serve approximately 100 million customers, individuals and businesses, including over 90 of the FORTUNE 100®. 


At the center of our business strategy is a commitment to One MetLife – collaborating, sharing best practices, and recruiting, developing and retaining the best talent in the industry. We live by our values:  Put Customers First, Be the Best, Make Things Easier, and Succeed Together. They guide how we operate every day. 

En Metlife tenemos el compromiso de atraer, retener y maximizar el desarrollo y desempeño de una fuerza laboral diversa e inclusiva. Es política de Metlife asegurar la igualdad de oportunidades laborales a través de un trato no discriminatorio por motivos de raza, género, religión, orientación sexual, edad, nacionalidad, estado civil, discapacidades, condición física o económica, ni por ningún otro motivo.





MetLife is a proud equal opportunity/affirmative action employer committed to attracting, retaining, and maximizing the performance of a diverse and inclusive workforce. It is MetLife's policy to ensure equal employment opportunity without discrimination or harassment based on race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, age, disability, national origin, marital or domestic/civil partnership status, genetic information, citizenship status, uniformed service member or veteran status, or any other characteristic protected by law.

MetLife maintains a drug-free workplace.

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