How Maria Abarca helps clients achieve their End Game
At Biz Group, we believe that all learning is a journey, and cannot be achieved with a single training session or workshop. Each organisation has specific business challenges and learning solutions need to be curated and delivered keeping the client’s End Game in mind. Which is why we have a team of expert solutions advisors, training consultants, and project managers who work tirelessly to ensure that our clients have an incredible learning experience, and can also solve real business challenges with learning.
In this article, we talk about one such Bizzer who works behind the scenes to ensure complete client satisfaction.
Maria Abarca is the executive assistant to our CEO, Hazel Jackson. Apart from managing Hazel’s schedule and in general making her life easier, she also manages Hazel’s clients and works as a Project Manager.
Curating Learning Journeys
Maria is the crucial link that connects our solutions team, training consultants, and clients. Her main role is to make sure that we deliver on the End Game promised to the clients and ensure smooth execution of the Learning Journeys.
As a first step, our solutions team identifies the main business challenges our clients are facing, and curate custom Learning Journeys that solve their problem.
During the training workshops, our training consultants introduce how participants can apply the learning in the workplace. And inject assignments during the training.
We then provide a gap to practise what participants have learned during the training session.
Once the participants have had enough time to practise, we organise Learning Circles to discuss and identify potential business applications. These Learning Circles are run by our training consultants who encourage participants to speak up and share the application and any stucks they may have encountered.
Measuring the Impact of Learning
At the end of the Learning Journey, Maria asks the participants to submit the assignments about their learning and experience with the training session. The assignments typically consist of the following questions –
- What is your learning?
- What is the business problem you were trying to solve
- Which tool did you use
- How did you apply the learning?
- What was the result?
Maria goes through the assignments to see how the participants applied the learning in their day-to-day work and identifies the potential business results. She then creates detailed reports that attribute the learning to the expected business results.
‘It’s not about the quantity of the assignments, but the quality,’ says Maria. ‘Clients come back to us saying they see a real behavioural change in the organisation and can refer to the reports that prove the application of learning. They learned something, and they applied the learning. It is a proud moment for us as we are able to help them achieve their End Game.’
Maria, as a Project Manager acts as a bridge between our solutions team and training consultants, making sure everyone involved is aware of what we are trying to achieve.
How John Paul Mogatas Supports Our Clients by Acting as an Extension to their L&D Team
One of Biz Group’s five brand promises to help deliver business impact is to provide extensive support and flexibility to achieve your End Game through Learning.
We provide a dedicated Customer Success Specialist who acts as your single point of contact and ensures each Learning Journey and Learning Experience is delivered with seamless support to maximise results.
In this article, we talk about John Paul Mogatas, fondly known as JPM, who works in the Biz Group Customer Success Team as a Project Manager. He is a classic example of how we live and deliver the Biz Group value of going beyond expectation in supporting our clients.
Fulfilling client expectations
JPM works with our clients to understand their expectations and discusses the final Learning Journey. This gives our clients clarity about the training topics, our training consultants, and the workshop structure. A Project Timeline is then agreed upon to ensure the Learning Journey is completed on time.
Next, he shares the Project Management Plan with the clients. Establishing the check-in process and the communication process and plan gives clients clarity about the rollout of the Learning Journey.
Apart from ensuring that the Leadership Journey is delivered per the requirements, JPM also works as an extension of our clients’ L&D team.
He is the go-to person for managing the complete Learning Journey for our clients. He handles clients’ internal communications, coordinating with the participants to ensure they have everything they need before the training session. Sending the prework and providing they complete it beforehand helps prepare the participants and makes the training session more engaging and impactful.
Working with leaders
At Biz Group, we work extensively on Leadership Development and have delivered many Leadership Development Journeys over the years. However, working with leaders can be tricky. Often leaders can be busy and occupied with urgent situations that they need to handle and may not be able to attend certain training workshops. In such cases, JPM helps them catch up, so they are up to speed in the next training session.
To avoid absenteeism as much as possible, JPM manages the communications with the participants to ensure they attend the training. Post the session, he gathers the feedback and assignments. ‘It’s important for participants to understand that it’s not just a tick-the-box exercise. It’s a crucial part of the Learning Journey for them to have the best experience and impact.’ says JPM.
Are the participants learning? Is the content effective? Is the course or workshop relevant? JPM gathers such feedback and provides a summary per learning module. Basis the feedback, we tweak the next Learning Journey to make it as relevant and impactful as possible.
Regular check-ins and proactive communication have developed positive relationships and bonds with our clients. ‘I have become a household name!’ jokes JPM. ‘I am glad to be working closely with the clients and participants.’
JPM provides support and handholding to our clients from the project conception to delivery, ensuring they have a smooth learning experience. From managing the participants to working closely with the L&D team, JPM helps our clients achieve their End Game with seamless support.