In leadership, there’s often pressure to be the one with all the answers. But for Ivory De La Cruz, Certified Management Accountant (Australia) and Customer Financial Services Senior Specialist at FedEx Singapore, the best leaders are not those who always lead from the front—but those who know when to step back, listen, and trust their team.
In an interview with Financial Adviser PH, Ivory shared a key truth she’s learned throughout her global career in finance and operations:
“One of the biggest lessons is that leadership isn’t about having all the answers—it’s about listening, learning, and helping others succeed.”
It’s a shift that didn’t come overnight—but it’s one that has reshaped how she leads under pressure, resolves conflict, and balances business demands with fairness.
From Task-Oriented to Team-Centered
Ivory began her leadership journey with a strong focus on execution and precision. Like many finance professionals, she thrived on structure, task lists, and clear deliverables.
“In the early years, I leaned heavily on being task-focused,” she said. “I thought leadership meant controlling the process from start to finish.”
But over time, she realized that approach could only take her—and her team—so far. As responsibilities grew and her role expanded into people leadership and global account management, Ivory recognized the value of collaboration, trust, and adaptability.
“I aim to empower rather than micromanage, and I adapt based on the team’s needs and the situation at hand,” she said.
Tough Decisions, Real Growth
The shift to collaborative management became especially important during high-pressure situations. One of Ivory’s most defining leadership moments came during a team transition period when they were short-staffed.
She had to make the difficult decision to reassign responsibilities and temporarily increase workloads.
“It wasn’t an easy call,” she admitted. “But I had to be transparent with the team, acknowledge the pressure, and make sure they knew I was in it with them.”
That experience shaped her approach to decision-making in finance teams—balancing performance demands with empathy, and ensuring that communication stayed open throughout the process.
“The experience taught me a lot about managing change and supporting people through it,” she said.
The Power of Listening and Flexibility
One of the hallmarks of Ivory’s evolving leadership style is her ability to listen—especially when things aren’t going well.
Instead of immediately imposing solutions, she starts by understanding what her team is experiencing, what’s getting in the way of progress, and how they can solve problems together.
This listening-first approach not only helps with conflict resolution in management but also boosts team morale during times of uncertainty.
“When people know they’re heard, they’re more willing to take ownership,” Ivory said. “It becomes a shared effort instead of a top-down push.”
Leading Through Uncertainty with Fairness
In fast-paced industries like logistics and customer financial services, change is constant—and leaders must be ready to make quick decisions without all the information.
Ivory embraces that uncertainty by focusing on fairness, clarity, and consistency. Whether she’s navigating client escalations or internal roadblocks, she strives to act with integrity and keep her team aligned and informed.
She also makes it a priority to celebrate small wins, reminding her team that progress matters even when perfection isn’t possible.
The Bottom Line
Leadership isn’t about being the smartest person in the room. It’s about bringing out the best in others—even when the path isn’t clear.
Ivory De La Cruz’s leadership journey shows that the most effective leaders aren’t afraid to say, “I don’t know”—because they understand that real strength lies in listening, adapting, and leading together.
As told to Financial Adviser PH, her advice to aspiring leaders is simple:
“Trust your team. Be open to learning. And know that not having all the answers might be the most powerful leadership tool you have.”
