For more than a decade, Ivory De La Cruz, Certified Management Accountant (Australia), built a successful career in traditional finance roles—FP&A, reporting, and accounting—quietly driving results behind the scenes. But when she stepped into a new role at FedEx Singapore as a Customer Financial Services Senior Specialist, her career took a bold new turn.
“I was stepping out of the back office and into the spotlight,” she shared in an interview with Financial Adviser PH. “It meant learning fast, showing up differently, and facing a whole new level of pressure.”
Today, Ivory manages major global accounts, leads billing and collections projects, and works directly with strategic clients. Her story offers practical lessons for anyone considering a career shift in finance—especially into customer-facing roles.
From Numbers to Relationships: A Major Shift
Ivory’s early career focused on financial planning, reporting, and operations. She thrived in process-driven environments, but her new role demanded a very different set of skills.
Instead of presenting reports internally, she now had to communicate directly with global clients, resolve billing issues, and lead conversations around revenue and service.
“It was a big shift,” she said. “You don’t just need accuracy—you need empathy, clarity, and the confidence to represent your company in high-stakes situations.”
This transition marked her entry into the world of customer financial services, where success is measured not only by numbers, but by trust, loyalty, and client experience.
Growth Happens Outside the Comfort Zone
One mantra that guided Ivory through the transition: “Growth begins at the edge of your comfort zone.”
“There were moments I doubted myself,” she admitted. “But those were the exact moments that helped me grow faster and stronger.”
Learning new systems, dealing with real-time issues, and navigating high-pressure discussions pushed her to develop not just professionally, but personally.
By embracing discomfort, she discovered her capacity to adapt and lead in a customer-centric environment.
Customer-Facing Finance Is Emotional and Strategic
Ivory emphasizes that customer financial success requires both technical expertise and emotional intelligence.
“You’re the one the client calls when something doesn’t add up,” she said. “You’re not just fixing numbers—you’re restoring confidence and keeping the relationship strong.”
This balance of logic and empathy is what makes customer-facing roles uniquely fulfilling. Ivory serves as the bridge between operations and client needs, helping both sides move forward with clarity.
Reinvention Takes Time—and Support
Ivory’s success didn’t happen overnight. It took patience, humility, and a strong support system.
“I didn’t try to act like I had all the answers,” she said. “I asked questions, leaned on mentors, and gave myself room to grow.”
She credits her teammates and leaders at FedEx, along with her own willingness to learn and adapt, as the keys to her successful transition.
The Bottom Line
Ivory De La Cruz, Certified Management Accountant (Australia), proves that professional reinvention is not only possible—it’s powerful. Her story, as told to Financial Adviser PH in an interview, shows what can happen when you step beyond the familiar, embrace new challenges, and redefine your value in a customer-driven world.
Her advice to anyone exploring a career shift in finance?
“Say yes—even when it scares you. That’s usually where the biggest growth is waiting.”
