The Future of Work: Trends, Challenges, and Opportunities

Plan Better EventsSmart Event TipsLeadership InsightsPodcast

Nov 10

With Guest Erika Pichardo-ley, head of client relations at capita works

Erika Pichardo-Ley is the Head of Client Relations at Cápita Works, a professional employer organization focused on helping American entrepreneurs by finding qualified talent in Latin America. As an enthusiastic and goal-oriented leader, she has experience in business management, law, and behavioral economics. Before Cápita Works, Erika was a Project Assistant at Winston & Strawn LLP and a Business Development Associate at Gazzo Café.

Here’s a glimpse of what you’ll learn:

Erika Pichardo-Ley talks about Cápita Works’ mission and how it was founded
How Cápita Works navigated the challenges of the pandemic
Their most significant growth mistakes, influences, and engagements
Best practices for managing remote teams
What the future holds for work trends, challenges, and opportunities
Erika discusses Cápita Works’ leadership development efforts

In this episode…

Following the pandemic, remote and offshore talent has become increasingly common. So how can you manage these teams and navigate the future of work?

According to Erika Pichardo-Ley, the first priority when acquiring remote or offshore talent is identifying your company goals. Once you’ve determined the talent you need, you can develop a framework for training programs and task delegation to prepare for the hiring process. It’s essential to maintain transparent communication and outline expectations during the onboarding process to streamline your operations. Cápita Works does all of this and more to pioneer the future of work through its strategic approach to offshore talent.

In this episode, Paige Buck sits down with Erika Pichardo-Ley, Head of Client Relations at Cápita Works, to discuss tactical hiring solutions for the future of work. Erika shares how Cápita Works navigated the pandemic’s challenges, best practices for managing remote teams, and their mission.

Resources Mentioned in this episode

Sponsor for this episode…

This episode is brought to you by Kennedy Events.

Kennedy Events creates stress-free conferences and events, providing expert management and design for all your corporate event needs — from in-person to hybrid and virtual events.

To learn more about our services, visit our website at www.kennedyevents.com and schedule a consultation today to learn how we can guide you in making your event successful.

Transcript

Below is an AI-generated transcript, full of all sorts of amusing foibles and mistranslations. Take it with a grain of salt!

Intro 0:04

Welcome to the Kennedy Events Podcast where we feature top marketing, communications, and the future of work leaders and share their biggest takeaways and insights. We love these conversations and hope you will too. Let's get started.

Paige Buck 0:24

Welcome to the Kennedy Events Podcast. I'm your host Paige Buck. past guests of ours include Julie Liu of Ave Point, Russell Benaroya, of Stride, and Kim Alpert of Udemy. With me today is Erika Pichardo-Ley of Capita Works. Erika is the head of client relations and a trusted source for high-performing virtual assistants in Mexico. She's an enthusiastic and goal-oriented leader with a passion for business management, law, and behavioral economics. today's podcast episode is brought to you by Kennedy Events. Let's face it events are stressful, time-consuming, and expensive, which can make you feel exhausted and set up for failure before you've even begun. Kennedy Events provides expert management and is designed for all your corporate event needs from in-person to hybrid and virtual. And our proven process makes this experience stress free and even fun, freeing you up to focus on your marketing sales enablement and leadership priorities. You can learn more about us at Kennedyevents.com.

Erika Pichardo-Ley 1:24

Hi, Erika. Hi, Paige. Thanks for having me.

Paige Buck 1:28

Yeah, really glad to have you here. And thanks for letting me like blab on the beginning there. Tell me about Capita Works and how you guys got started.

Erika Pichardo-Ley 1:38

So Capita Works is a trusted resource for full-time virtual assistants in Mexico. And the way we got started was really as a strategic solution to the challenge that many entrepreneurs were facing at the start of the pandemic. So our CEO, Adrian, he has a larger consulting group that has been around for 1112 years. And some of his clients there started contacting him about hiring people in Mexico without having essentially to create a legal entity in Mexico. And that's really how it got started. A lot of our top clients now started hiring because they had to essentially let go of their local employees due to the pandemic, but they kind of keep operations going. So it's been up and up since there. Wow, I don't

Paige Buck 2:44

think I'd realized how relatively new you were and you're like a little pandemic, baby.

Erika Pichardo-Ley 2:50

Yarn. pandemic, baby. Yeah, so our business has totally been, I mean, the epitome of the pandemic, babies, you know, they go out and socialize. And they're kind of scared, of all the things that are around them. We’re totally a pandemic.

Paige Buck 3:08

So I remember one of my early questions when I learned about you and your services were our folks paid a living wage, and what does that look like? And like, what sort of, you know, the band will they fall into economically because I don't want to make hires and take economic advantage of somebody. And I was delighted to learn some of what you can expect. Tell me a little bit about that.

Erika Pichardo-Ley 3:32

Definitely. So I'd say one of the main reasons we have been successful and continue to grow is because our purpose advantage for both our clients and the employees working for our clients is the same to provide an opportunity and to provide a solution. So in approaching things this way, we have truly been able to offer very competitive wages above minimum wage. We are competing against a lot of international companies that are also in Mexico with great salaries. But again, our purpose advantage is to provide this opportunity for people in Mexico to work for international companies in the US. So employees have very competitive salaries, all the benefits, they're really really well taken care of. And, again, I think that's what has really led to our growth, your appeal to your prospects. That's right.

Paige Buck 4:39

What were some of the early days especially during the pandemic like and how what were some milestones or hurdles you faced?

Erika Pichardo-Ley 4:46

The early days were filled with EOS sessions. We run on Eos, the Entrepreneurial Operating System Adrian used to be an implementer of. So our early days, I want to say our first few months, we had a few clients already, but we really needed to get the base, the structure, the processes, so early days, were purely getting all of that setup. And the pandemic, in the beginning, we actually did have an office, we had a pretty big office here in Quanah, on the border with San Diego. So employees were working in person, and there came a point where, you know, that was no longer a possibility. So in the beginning, it was kind of figuring out how long we would be working from home and, you know, kind of navigating the waters of, of everything as thick as a lot of businesses were so So is this your

Paige Buck 5:50

first experience with EOS. And like I know a little bit about it, I sort of Maggie and I sort of run kind of the events on our own little cherry pick version of it, we haven't hired an implementer. And like, really, you know, we're not like really running to it. But I can only imagine what it's like to start

Erika Pichardo-Ley 6:11

from an amazing set of tools like that. It was amazing. It was very helpful. And it pushed. It was a very small team in the beginning. I mean, we're still a relatively small team, but when we started even smaller, it pushed all of us out of our comfort zone. And I think that was amazing. To start with.

Paige Buck 6:35

Can you share a particular one or two, particular EOS practices that like really resonate for you on like, helping you guys

Erika Pichardo-Ley 6:44

up level? Definitely, I think the two main practices that have helped us are the level 10 meetings, and the weekly 90-minute meetings that you cannot reschedule for absolutely any reason. That has been incredibly helpful with our leadership team, just to keep everybody on the same schedule accountable. We know what's happening, we follow a very strict agenda. So that has been very helpful. And then our rocks, our 90 Day goals have also been really helpful in creating accountability within the team.

Paige Buck 7:23

Yeah, fantastic. I know that those stands out to me as well as like, but they're, they're scary at first, I felt like that sounds like a big leap or too much rigor or too much structure. It

Erika Pichardo-Ley 7:34

I will say it is structure, it is rigor. But like I said, the ultimate goal is, at least for us, it's accountability. And I mean, especially when we're all working from home, it's accountability. And those two things have really helped us create that sort of culture of accountability. Nice.

Paige Buck 7:57

Tell me more about you. What were you doing before Capita Works? How did you come into this?

Erika Pichardo-Ley 8:02

That is a great question. So I was actually working in big law in New York prior to coming on to Capita Works. It was, I think many people might resonate with my story. But we were in the middle of a pandemic. I had to come back to Mexico. So I left my job in big law in New York and came to Mexico. And I, Adrian am actually my neighbor, which is very funny, and I think it's fate. I didn't meet him prior to working at Capita Works. But I knew of his companies I knew of the consulting group. So I applied for a job at the consulting group. And I'm glad that I ended up at Capita Works because it has been an incredible experience. So that's kind of how I ended up here. Got a couple of interviews, a soft skill investment, and then it's been, you know, from there,

Paige Buck 9:07

nice, Do you can you share a mistake? You've had you or the organization made earlier that you've learned a lot from?

Erika Pichardo-Ley 9:18

Yes, I think and this also goes with EOS just putting the right people in the right seat was definitely a mistake we made early on. And perhaps along the same lines giving the wrong people too many opportunities. I would say oh,

Paige Buck 9:41

gosh, I know sometimes we're like, wow, work would be so much easier if people weren't involved and yet, our organizations run on people. It's unnecessary. You just gotta get up and through. I've heard it said that like in an EOS implementation, you could expect the for First, besides all the other, like rigor and structure you're describing, you can expect, like the first year at you to be fixing where you don't have the right seats defined and where you don't have the right people on the right seats. And so that sounds like a common challenge. And I certainly recognize

Erika Pichardo-Ley 10:19

I mean, we're still in our we're approaching barely our third year. So we're still I mean, it's still trying trial and error. And we can still talk about the same mistakes of, you know, or we might have to restructure the sales department and the marketing department with the constant restructuring. I'm

Paige Buck 10:41

glad to hear that. I think it's like, it's yeah, it's like, further up the spiral staircase. Somebody said, like, you get a round and you're like, oh, look, the same problem again. You're just, but we're what we're doing better than we were. It's just a

Erika Pichardo-Ley 10:54

view of the problem. Yeah, exactly. Oh, would

Paige Buck 10:57

you say are some of yours or even Adrian's mentors?

Erika Pichardo-Ley 11:02

Who I would say my biggest mentors through this whole experience and growing Capita Works and growing with whoever works been, Adrian, he's an incredible entrepreneur, and I have learned so much from him. And my own family, my whole family, they're all entrepreneurs, coffee shops, restaurants, law firms, etc. So I think those two have been my biggest mentors.

Paige Buck 11:34

I love that you're surrounded by entrepreneurs. Yeah. It's awesome. incredible was that? Did you use one another as sounding boards? Especially during the pandemic?

Erika Pichardo-Ley 11:49

Yes, and no, um, we were all facing different struggles. So I would say I used my family of entrepreneurs as sounding boards when it came to the people issue that we were facing. But not necessarily I want to say like the processes issue that we were facing, or kind of the structuring of the company, I really rely more on on Adrian. And I'm sure he relied on his network and his partners in his other businesses to kind of get this started, so yes, no. Nice.

Paige Buck 12:31

Now I know like your little elevator pitch or sound by really hit strongly on providing virtual assistants, but you have a whole huge like range of types of positions you can fill. And I was super curious. And it was sort of aspirational. When I learned that you have larger engagements, what are some of those, like, you're not just one, executive assistant to the CEO here or one virtual assistant to the marketing team here. Tell me what some of those larger engagements look like.

Erika Pichardo-Ley 13:03

So I did, I can pinpoint two of the larger engagements. And these two specific clients are in very different industries. One of them is luxury wood flooring. The other one is an immigration law firm. They're both in San Diego. So that is wonderful. And they both have over 10 employees and 10 employees through Capita Works through through us, yes, through us. So their teams are even larger with with the local folks that they have hired, I'm sure. And through the luxury wood flooring company, we have been able to find a great team of customer service reps. And they have done wonders, not only in being able to grow their business, but in training the employees. So I would say that is a great case study of a relationship that has really worked out on both ends. So they have hired customer service reps, logistics people, operations, supervisors, accountants, so it's really been a fruitful relationship. And the immigration law firm has hired paralegals, legal assistants, intake specialist, customer service reps, Assistant marketing people, really all across the board.

Paige Buck 14:28

And so then they even have through you, team team leads or managers of other folks underneath them.

Erika Pichardo-Ley 14:37

That's right. They have them too. I know definitely have people that are that the employees that are hired through us or managing an aside from these two clients. I know a lot of our clients do that as well. Do you have any tips

Paige Buck 14:54

or tricks? Well, I have like I could unpack a whole bunch of things here. I am super Curious about your your observations that you would share with clients about best practices for accountability? Again, I know you could come back to Eos, but for accountability and capacity and understanding workload when you're working remotely with somebody.

Erika Pichardo-Ley 15:18

That is another great question. And I get asked that, probably in every discovery call that I have with a prospect, like what are some best practices. And I would say, my top advice is to have a clearer idea and understanding of your needs. Not necessarily go into hiring, whether it's an admin assistant, or any other role, not go into it, kind of, oh, I need help, I'm just gonna hire somebody and figure it out. But take the time to understand what that will look like, on your end for training purposes, or what you can actually delegate, and kind of create this list, and then move on to the the process itself and kind of get started. That is my biggest tip that and having a proper onboarding in place. Like knowing what the first month is gonna look like the first three months are going to look like the six month what all of that is going to look like been very, very helpful.

Paige Buck 16:28

Yeah, yeah, I think those are all really critical. And then day to day. I mean, I know you're on the you're on the on Pacific time as we are. But you have within Mexico, you also have people across the same time zones, I think you might do even have one that's like, you haven't further east timezone than we do. Now, maybe not. Yeah. So you you've three or four timezones within Mexico? You can I imagine, with, with a combination of factors face a lot of like, making choices about synchronous work, like when do we meet and do this stuff together? And asynchronous work where you're popping things back and forth? What have you found, works well for collaborating or getting things from folks that when you're doing it at, you know, asynchronously? Oh,

Erika Pichardo-Ley 17:22

I think it goes back to the same. The same thing I mentioned, just having a clear understanding, and list of priorities and expectations, I will say, when it comes to the employees that are hired through us, for our clients, for the most part, the employees work on our client’s times. And I know that has been a huge benefit to our clients. But again, it's all about being transparent about what our clients expect from the employee. So I think that has been the most helpful. Yeah, yeah,

Paige Buck 18:03

I still think some of that comes into play just by virtue of remote work. Like, we might all be working in the same time zone, but you're picking up your child from school and you came back and I'm offline, taking my dog for a walk, and we're pinging each other. And then we're not, like huddling. We're struggling with us as a team to testing out some new things. So yeah, and I really

Erika Pichardo-Ley 18:25

think it's all about, I mean, I hate to say it, because we have all heard it so many times, but it's really about communication. And, you know, you're not in an office where you can say, hey, I'm gonna eat or, you know, hey, I need to do this. I need to take a break and want a quick walk. But you know, it's still keeping that communication and sending them in a message on Slack and being like, Hey, guys, I need to eat. I'll be right back. So things like that, I'd say have been very helpful. I know for our and your internal team. And I know a lot of our clients have done the same

Paige Buck 19:04

as a, as a pandemic, baby, like the future of work looks so different than it did during the pandemic. What other if you were like looking out what other trends do you see as opportunities or challenges for

Erika Pichardo-Ley 19:17

for Capita Works for the future of work in general? What I have seen most recently, and from the research we've done, I'd say, in the last two to three months, is that it seems like in the US there, the great resignation isn't slowing down. So more and more people are continuing to quit their jobs, whether that is to travel the world for a year and then figure life out or because of changing priorities or they want more flexibility or they're looking for another job that are out. So I think because that look like it'll continue to be an issue. In turn, we will continue to grow. So I'm, I'm really hoping that will be the case because we can provide more opportunities for people here. And solutions for US companies that I know are struggling with hiring. So

Paige Buck 20:27

as this happens here, is there like a knock on effect? Is there more? Maybe not at the same level? But is there more job movement in Mexico as well? Yes, definitely.

Erika Pichardo-Ley 20:39

So I'd say it has been a direct effect of the great resignation. And companies in Canada in the US have tried from Mexico, because they can't find people in the US or Canada. So we have definitely started seeing kind of the great resignation coming here. Hopefully not to the extent that it's happening in the US, but we have seen it. Yeah. A lot more competition, and a lot higher salaries. So where do you

Paige Buck 21:15

go for some of these, like insights or research to kind of keep your eye on things?

Erika Pichardo-Ley 21:19

We, I read the report from the Bureau of Labor Statistics every month. So wow, I love reading it. And I also go on ManpowerGroup, and forge. So for all of that info. I check it every month. And on the Mexican side, just a ton of articles and in our own experience to just interviewing candidates and seeing what the market looks like and how we can become even more competitive. So those are, I think, the resources on both sides,

Paige Buck 21:59

sort of listening for trends underneath every conversation you're having, in addition to like, doing some wonky reading every month. Yeah. Yeah. That's fascinating. That's fascinating. Do you have like podcasts or books that you look to as well for?

Erika Pichardo-Ley 22:14

I mean, books aren't going to be as on the pulse. But yeah, not books. I read a lot on behavioral economics. Because I love understanding why people decide what they decide and why we keep making the same mistakes. And I think it's all related to everything. So I think that is very interesting. That's what I go to books for and podcast. Sometimes I listen to the most relevant podcasts from NPR, that applied to these sorts of things. Yeah.

Paige Buck 22:53

Like if planet money has a labor or, or resignation trends topic, then you're gonna dive into that.

Erika Pichardo-Ley 23:00

Yeah, definitely. And also podcasts. I mean, I can't think of them right now. But also podcasts that talk about how to engage with your employees in this remote culture. Because although we've been doing, you know, everything remotely for more than two years now, it's super helpful to understand how other companies are doing things and evolving, etc. So that aspect has been helpful as well.

Paige Buck 23:26

Oh, yeah. 100%. I mean, we were virtual before most folks, we were remote, even within just the Bay Area, either working from home and meeting together collaboratively, once a week or less, especially during busy seasons. And so at first we were like leading the pack, and people were looking to us for insights, even baseline things that you and I would take for granted like, well, but then who opens the bill the bills in the mail? And I was like, no, no, you you have that's coming digitally. What are you talking about? Really, like things that seem obvious to us three years ago are now everyone's there. And and much larger and more sophisticated enterprises are asking themselves the same question. So there's a lot of learn. And yeah,

Erika Pichardo-Ley 24:17

definitely. And I think it's really all a matter of adapting to the current situation. I mean, zoo has been around for years. Yeah. And it was a lifesaver during the pandemic, but it has been around that was just a matter of adapting and trial and error and just going through the motion. Yeah,

Paige Buck 24:39

outside of zoom. What are some of your favorite things? It's hard to say favorite it might be like necessary but loathed

Erika Pichardo-Ley 24:45

tech tools. So we use WhatsApp for very quick communication with our internal team, and then slack as well for communication. With all of our clients employees, so those two have been very, very helpful. Yes, yeah. WhatsApp and, and slack.

Paige Buck 25:11

And slack is actually somebody like as an organization I listened to for future work trends, because they're, they're evolving and developing their tools. And I have a friend who works there who tells me what some of the things are, that are in development. And that invites me to think differently about getting more, either from the tool or from another way we talk together as a team. I love that. That's interesting. I like nerd out on those sorts of conversations. Yeah. Um, what are you you mentioned, and I'm fascinated by this that you guys are now taking on like sea level headhunting positions?

Erika Pichardo-Ley 25:52

Yeah. So one of our core values is that we're constantly evolving. And we have really done that. So you know, our clients need new solutions to their problems. And we're there to offer those solutions. And one of them was being able to support our clients through headhunting to level like that. And we've done that in, in the, in the US. So we've been able to provide these services to find people in the US, but also in the rest of the world. So we've done headhunting in all of Latin America, Latin America, and the US. Yeah.

Paige Buck 26:41

Nice. And I'm curious. Since I'm thinking back about like the EOS tools, I know that like documenting core processes is a big part of success. We are trying to like reverse engineer that. Where we are. And that's hard, really hard when you're doing it from scratch, is there anything any tool or particular like technique you use for, for process documentation and sharing,

Erika Pichardo-Ley 27:09

the most helpful thing in documenting our own processes was pen and paper. And for this, we had to meet in person. So we flew out our leadership team to I think we met in the corner. And we did it on a piece of paper, and just mapped it out, took pictures of everything, and then properly documented it. But it was really just more of like being able to sit down having a full day of I don't think it was one day, I think it was a whole visa process documentation in person, just writing everything down. And then being able to see on the paper where you know, there were gaps, or where we can change, things really helped. And then we created essentially what we call the Capita Works way. And that was really helpful for us. So whenever we need to do some sort of restructuring, that's what we go back to just traditional pen and paper pen and

Paige Buck 28:11

paper. Nice. I was looking for like a magic bullet like I because I struggle with it. It's like I'm with you on all of those steps that I'm like, But isn't there like a beautiful little? No, not yet. Not that we know

Erika Pichardo-Ley 28:25

not yet. And I've started seeing some software's and platforms online that are developing. And we might even look into that. But even just to start as a base 10 paper, at least for us was very helpful. And our work, our whole leadership team is pretty visual. So our processes aren't like, you know, a list one through 10 our processes are this and then you know, an arrow leading to this and looks very beautiful. But since that helps,

Paige Buck 29:01

the visuals and your your like your background, your visuals on your website are and the way you express your Capita Works way are are beautiful. And I think if you're a visual learner, that's a really great way to get out of like, oh, a document with lots of bullets.

Erika Pichardo-Ley 29:18

Yeah, exactly. And it's not that and even things like our employee handbook and our onboarding for our own internal team, nothing is, you know, a PDF that you have to read. It's all visual and you know, very color colorful, and I think that has really helped. Wow,

Paige Buck 29:36

that's really inspiring, actually, for me to think about back-end processes looking as attractive as the visuals for your, your client-facing process. It's really great. So you're based in Mexico, and you grew up in Mexico. I did so

Erika Pichardo-Ley 29:51

born and raised here in Tijuana and I see here in economies I'm now in Tijuana full time and You know, the border with San Diego. So I grew up going to school in San Diego. So I crossed the border every day my whole life. And then I went to college in New York. That's how I ended up there. But I've kind of always had this kind of, to hold true to cultures to rely on the FBI, in San Diego.

Paige Buck 30:24

I envy that. I think that's fantastic. And what are you? What are some things about growing up living? And even like professional life in Mexico that you imagine the average US or Canadian person has no idea or takes for granted?

Erika Pichardo-Ley 30:42

That is a great question because most of my professional experience has been in the US. So I would say my first exposure into kind of the Mexican corporate culture was through Capita Works. So even I have learned a lot through this whole process. But I will say that Mexican people, or if I generalize the Mexican working culture, people are a lot more direct. And that has been something I have found. So there's no you no need to read between the lines, very straightforward. Work is work and personal, and it's personal, which is great. But that's one thing that I have learned. Definitely.

Paige Buck 31:37

Fascinating. That also sounds like an opportunity for your US clients but I'm thinking about myself, like, how can I be a better communicator, if that's the more standard style in Mexico, because I'm not the most direct, linear, or cut and dry communicator at all.

Erika Pichardo-Ley 32:01

You know, one thing that has been very helpful as a leader with our team is knowing the personalities of our team members. And the way we use the Myers Briggs, and I think you know that from our process, but we use the 16 personalities, and having a full report of what their personality is like really has helped our leadership team develop into, I guess, these better leaders that can communicate with their team. So I would say if you're able to understand how they liked to be communicated with or two, I'd say that is super helpful. And hey, you know, even being super open about it and saying, Hey, this is how I do things, or I expect things to be done. But what is your style of work? And what do you expect? I think kind of that back and forth is very helpful. Yes. I love that.

Paige Buck 33:07

That's really wise. Anything I haven't asked you about Capita Works that you want to be sure to share? I don't think so. I just love all of these little there are a lot of like little lessons and takeaways in here. So I love it. Love it. Thank you. We've been talking to or I've been talking to Erika Pichardo-Ley who's head of Client Relations at Capita. Erika, where can people learn more about you and your company?

Erika Pichardo-Ley 33:33

So people can go on our LinkedIn where you can find us as Capita Works. Or you can go to our website, capitaworks.com. And you'll actually find all the info you need on me on both LinkedIn and our website.

Paige Buck 33:48

Awesome. Thank you so much for your time today.

Outro 33:51

Thank you. Thanks for listening to the Kennedy Events Podcast. Come back next time and be sure to click Subscribe to get future episodes.

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PAIGE BUCK

Paige Buck is the co-owner of Kennedy Events, a large-scale event management company based in San Francisco, Los Angeles, and New York City. Our team creates stress-free conferences and events with a positive impact, which allows our clients to resonate with their audience. Kennedy Events specializes in producing flawless product launches, award ceremonies, fundraisers, and multi-day conferences while keeping our eye on retention and engagement goals.

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