In the world of finance, leadership is often associated with precision, results, and bottom-line thinking. But for Ivory De La Cruz, Certified Management Accountant (Australia) and Customer Financial Services Senior Specialist at FedEx Singapore, real leadership starts somewhere else entirely—with empathy and understanding.
In an interview with Financial Adviser PH, Ivory shared her belief that the most effective leaders today aren’t just excellent strategists or decision-makers—they’re also great listeners who know how to connect with people.
“Empathy, adaptability, and clear communication are crucial,” she said. “In today’s fast-paced and diverse work environment, leaders must be able to guide their teams through change and create a space where everyone feels heard and valued.”
Empathy Is More Than Just Being Nice
Empathy may sound like a soft skill, but Ivory insists it’s one of the most powerful tools a finance leader can have—especially when managing global teams, high-pressure environments, or customer-facing operations.
For Ivory, leadership starts with understanding what truly drives each individual on her team. “Motivation starts with knowing your team—what drives each person, what challenges they face, and how they define success,” she explained.
Rather than apply a one-size-fits-all management approach, she invests time in learning what matters to each team member, whether it’s career development, work-life balance, or recognition for small wins. That personalized leadership style, she believes, is what keeps people performing at their best.
Listening Builds Trust—and Performance
Ivory believes that listening is not just a management technique—it’s a culture builder. When leaders take the time to understand their teams, they create an environment where people feel safe, supported, and seen.
“When people feel seen and supported, they’re more likely to stay engaged and give their best,” she said. This isn’t just good for morale—it’s good for business. Teams that trust their leaders tend to be more collaborative, more motivated, and more resilient during times of change.
In her own team, Ivory fosters open conversations where employees are encouraged to speak up—not just about tasks, but about how they’re doing. These conversations help her spot issues early, resolve potential conflicts, and strengthen team dynamics.
Leadership Isn’t About Being the Loudest in the Room
One common misconception about leadership, according to Ivory, is that it’s about having all the answers or calling all the shots. But in her experience, effective leadership is more about creating space for others to grow.
As someone who has led finance teams across the logistics, tech, and shared services sectors, she’s found that inclusive leadership is what drives long-term success.
“You don’t have to dominate the room to lead it,” she said. “You need to build trust, communicate clearly, and make people feel like they belong.”
Creating a People-First Culture in Finance
Ivory’s approach to people-first management stands out in an industry that often prioritizes KPIs over culture. While she’s deeply results-oriented, she believes those results are best achieved by leading with emotional intelligence, not just spreadsheets.
Her team thrives in a culture that recognizes effort, encourages autonomy, and rewards collaboration. She offers regular feedback, celebrates milestones, and makes it a priority to know what each person needs to succeed—not just what they need to deliver.
The Bottom Line
Ivory De La Cruz’s leadership journey at FedEx Singapore is a reminder that great finance leaders lead with more than numbers—they lead with heart. By listening first, understanding what motivates her team, and creating a supportive environment, she’s built a high-performing culture grounded in trust.
As the finance industry continues to evolve, Ivory’s message is clear:
Empathy isn’t a nice-to-have—it’s a leadership superpower.
