Leaders
A leader's journey often involves a blend of versatility, resilience, and a deep commitment to excellence, all while maintaining a strong focus on the well-being of their people. Diyosa Leby A. Kho-Bolalin, CAP, CHRP embodies these leadership principles as the Co-Founder, CEO, and CHRO of Focal Point Virtual Group Inc. Her professional journey is a testament to her passion for versatility and making a meaningful impact. Diyo’s career has been marked by a relentless pursuit of self-improvement and a knack for mastering diverse skills, from the latest industry technologies to advanced leadership techniques. This continuous learning mindset has been pivotal in her ability to drive success and innovation at Focal Point.
Diyo's dedication to helping others is a cornerstone of her leadership style. She prioritizes mentoring and supporting her colleagues, fostering a collaborative environment where every individual is valued and motivated to contribute their best. This approach not only enhances team dynamics but also fuels the overall success of the organization. Under her guidance, Focal Point has leveraged cutting-edge technology and processes to deliver top-notch diagnostic services while ensuring a seamless customer experience. Diyo Kho’s leadership is characterized by a continuous drive for innovation and excellence, setting the stage for Focal Point’s ongoing growth and success.
Let’s dive into this one on one interaction with Diyosa Leby A. Kho-Bolalin to know more.
Reflect on your professional journey in the customer service sector. What have been the pivotal moments in your decade-long career?
Throughout my career, placing the customer at the center of every decision has been a guiding principle. My experience in the BPO (Business Process Outsourcing) industry has deeply ingrained this focus. In various roles, I have dedicated myself to understanding and addressing the unique needs of each client, striving to exceed their expectations. This dedication to customer satisfaction has fostered strong, enduring relationships, which has been crucial for high retention rates.
In customer service, recognizing and responding to clients' emotions is vital. My emphasis on emotional intelligence and empathy has enabled me to resolve conflicts effectively and enhance the customer experience. This human connection has often transformed challenging situations into opportunities to strengthen customer loyalty.
As an operations leader, I have always valued teamwork and collaboration. Working closely with cross-functional teams, I ensure that customer needs are met with efficiency and effectiveness. By promoting a culture of mutual respect and cooperation, I have led high-performing teams that are motivated and engaged. My leadership approach prioritizes relationships and values each team member’s contributions, creating an environment where everyone is empowered to succeed.
Diyo Kho's leadership is characterized by a continuous drive for innovation & excellence
What led you to establish Focal Point? Tell us about the underlying idea behind the venture and its key areas of expertise.
My journey to founding Focal Point Virtual Group Inc. began unexpectedly as a Virtual Assistant for a behavioral health practice in Florida. What started as administrative support quickly revealed significant challenges in managing such practices efficiently. Through strong, collaborative relationships with my clients, who became my co-founders, I recognized the potential for a specialized administrative service tailored to behavioral health and psychedelic practices. We envisioned Focal Point to streamline administrative tasks, allowing practitioners to focus on patient care. Our mission was clear from the start, which is 'clearing the way for better access to care'. Focal Point now exemplifies how passion, vision, and collaboration can transform a critical need.
As the Co-Founder, CEO & CHRO of Focal Point, what are your primary roles and responsibilities? What are your main focus areas for driving growth at the diagnostics center?
As the Co-Founder & CEO of Focal Point Virtual Group Inc., I wear multiple hats crucial to our success. My primary focus is on strategic planning and business development, driving the company’s direction and identifying growth opportunities to remain a leading practice management group. I collaborate with our leadership team to set goals and execute strategies aligned with our vision. Additionally, as Chief Human Resources Officer (CHRO), I oversee talent acquisition, ensuring we hire individuals who not only have the right skills but also fit our company culture and values. I emphasize finding adaptable, collaborative team members committed to continuous improvement. My role also involves mentoring and developing our team to maintain exceptional service standards. In essence, my responsibilities encompass guiding the company’s growth, recruiting top talent, and nurturing our team to ensure Focal Point excels in providing innovative support to healthcare practices and beyond.
What are some of the most significant challenges you face in your current role, and how do you address them?
Balancing the demands of leading Focal Point while simultaneously serving as a full-time Practice Manager at Cornerstone Psychiatric Care has been a major challenge. Each role presents its own complexities, driving innovation and growth at Focal Point, and managing daily operations at Cornerstone Psychiatric Care. A critical challenge is effectively managing my time and energy to meet the needs of both organizations. To address this, I’ve adopted a disciplined approach to time management, prioritizing tasks by urgency and impact, and delegating responsibilities when appropriate. Clear communication and building strong, self-sufficient teams in both roles are also essential. By empowering my teams to take ownership of their tasks, I maintain high performance across both positions. This dual responsibility demands adaptability and resilience, but by focusing on the bigger picture and leveraging my problem-solving and leadership skills, I navigate these challenges effectively.
Highlight some of the key professional milestones you’ve achieved throughout your career. What has been your guiding principle for success over the years?
One of the most significant milestones in my career has been the creation and expansion of Focal Point Virtual Group Inc. Launching and growing this company from the ground up has been both challenging and immensely rewarding. Despite its youth, Focal Point has made a notable impact in the Behavioral and Psychedelic sectors by offering specialized, outsourced administrative support. Our rapid progress reflects the dedication, hard work, and innovative approach driving the company’s success.
My guiding mantra has been, 'Get comfortable being uncomfortable’. This philosophy has been crucial in our growth. I believe that comfort can lead to complacency and eventual failure. Embracing discomfort has encouraged my team and me to push boundaries, explore new opportunities, and continuously innovate, which has been essential for navigating the challenges of building a company from scratch.
How do you foresee women leaders' representation evolving in the Philippines' business landscape?
I believe that leadership is defined by capability, character, and conviction, not by gender. In the Philippines, where cultural and societal norms have shaped the roles women can assume, it is essential to promote leadership based on merit. If you possess the vision, dedication, and ability to inspire others, you can achieve great things, regardless of gender. Women leaders play a critical role in demonstrating to young women that breaking barriers is possible. By stepping into leadership positions, women not only drive change within their organizations but also challenge societal expectations. While the Philippines has made progress in increasing women's representation in leadership roles, there is still work to be done. Fostering inclusivity and supporting one another is key to continuing this progress. Women must pave the way for others, ensuring that leadership opportunities are accessible to all. True leadership transcends gender, and as women continue to rise, they send a powerful message that leadership is about character, authenticity, and integrity.
Advice for aspiring women entrepreneurs/ business leaders
My advice is to embrace discomfort, as growth often comes from stepping out of your comfort zone. Stay true to your values, leading with integrity and purpose. Believe in your abilities, regardless of gender, and build a strong support system of mentors and peers. Focus on continuous improvement, lead with empathy, and be resilient through challenges. Finally, pave the way for others by sharing your knowledge and supporting the next generation of women leaders.
Diyosa Leby A. Kho-Bolalin, CAP, CHRP, Focal Point Virtual Group
Diyosa Leby A. Kho-Bolalin, CAP, CHRP is the Co-Founder, CEO and CHRO of Focal Point Virtual Group Inc., a leader in providing specialized administrative support to behavioral health and psychedelic practices. With a focus on innovation, team empowerment, and strategic growth, Diyo has driven significant impact and success in a rapidly evolving industry.
