MetLife has a well-defined, robust and competent organizational structure for the performance of its functions, which is divided into Business Lines or Sales Channels, Functional and Support Areas, whose roles and responsibilities are described below:
Main Business Lines
Individual Government: Independent agents oriented mainly to government officials for the sale of the Met99 individual life product, typically through payroll deductions.
Individual Private: Independent agents oriented to individuals based on referrals from private sector clients for the sale of individual products, mainly Life and Major Medical Expenses, with a personalized approach tailored to each client's needs.
Benefits for Private Sector Employees: Brokers and independent agents focused on companies and organizations in the private sector for the sale of group and collective Life and Major Medical Expense products.
Government Employee Benefits: Business line focused on government entities for the sale of group and collective Life and Major Medical Expenses products, where the sale is mainly made through public bids.
Functional and Support Areas
Operations: Area in charge of policy administration, collections, agent and client management, which is responsible for the following functions:
- Policy issuance and administration (new policies, renewals, maintenance and services) and collection management, investment administration and accounting control.
- Sales force compensation.
- Attention and management of benefit payments to clients, beneficiaries and intermediaries when a claim occurs under medical or life insurance products and its accounting control.
- Customer service through all interaction channels: contact center (including voice, chats, emails, SMS, portals, social networks), branded service centers, corporate service centers (private and government employee benefits and branches nationwide), hospital modules.
- Management of customer non-conformities, as well as interaction with the customer/user protection entity (CONDUSEF).
Actuarial: Experts in defining, creating and executing actuarial models for projections, reserves, pricing, business plan and determination of actuarial assumptions (mortality, lapses, morbidity). Responsible for monitoring product profitability and providing proactive information on key indicators and in partnership with finance, and are responsible for most regulatory and corporate reporting and analysis.
Product Development and Management: Experts in creating and/or modifying the company's products, responsible for their economic viability, product strategy, and defining selection parameters consistent with the company's risk appetite. Ensuring ongoing compliance with applicable regulations and the corresponding registrations for each of the products.
Finance: Corporate division specialized in management and decision making for financing, capital, investment, taxes, expenses, forecasting and business plans. Its main function is short and long term financial planning, as well as ensuring timely and accurate financial reporting. Additionally, they are responsible for contracting and administration of suppliers and corporate services.
This department includes the function of the Anti-Money Laundering Compliance Officer, who must coordinate the implementation and supervision of applicable anti-money laundering laws and regulations, as well as MetLife's global anti-corruption policy.
Information Technology (IT): Department responsible for implementing strategic solutions through technological tools to ensure that the company runs smoothly.
Information Security: Area responsible for protecting personal data collected, stored, transmitted and processed by MetLife from unauthorized use, disclosure, destruction or other security threats, whether internal or external in nature, by establishing administrative, physical and technical security measures to ensure sufficient, reliable, consistent, timely and relevant information.
Human Resources: Responsible for implementing policies, tools and practices related to the Employee Value Proposal (EVP) and providing advice on the attraction, deployment, development, compensation and wellness of our talent.
Legal: Area responsible for overseeing the legal aspects that the Company requires for its proper functioning, ensuring strict compliance with applicable regulations, as well as providing advice and solutions in four main areas: Corporate and Contracts, Litigation, Bids and Products, and Personal Data Protection (Privacy).
Strategy: Area specialized in strategic and competitive analysis, responsible for defining and monitoring the company's strategy in coordination with the different corporate and business areas. Supporting the company's key decisions such as the strategic project portfolio and building strategic transformation capabilities such as data management and analysis.
Marketing: Area responsible for defining, developing and implementing marketing and execution strategies through integrated value proposals, corporate and sales force events and customer experience designed to create a competitive advantage.
Government Relations: Area responsible for leading the government relations strategy in order to support executive leaders and business lines in building and maintaining permanent and close communication channels with government officials, regulators and Congress.
Communications: Area in charge of the Company's internal and external communication and positioning, in key issues and initiatives such as crisis prevention and management with the media, stakeholders and opinion leaders.
Independent areas which report directly to the Region and MetLife Global
Ethics & Compliance: Area that is part of the second line of defense, responsible for strengthening integrity and compliance risk assessment culture; advising the different areas of the company on initiatives, strategies and controls related to integrity issues, as well as ensuring compliance with laws, regulations, policies and ethical principles.
Risk: Area that is part of the second line of defense, responsible for managing risks that may affect the organization in order to prevent, mitigate and control risk factors in the company, on multiple fronts and especially in the Financial, Operational and Labor areas.
Audit: Area responsible for the third line of defense, its main function is to examine and evaluate adequate and efficient application of internal control systems, as well as potential opportunities for improvement, to ensure that the company complies with applicable regulations, standards, policies and procedures.
Delegation of Authority Policy
MetLife has a Delegation of Authority policy at the Latin American level, which provides specific guidance on responsibilities from the Regional President to Regional and Local Executive Leaders who are empowered to operate within specific financial and risk ranges, aiming to deliver results around the growth of the business while always performing consistent with the Company's values and business integrity.