2025

Our i.C.A.R.E winners for 2025 continue to set inspiring standards of dedication, empathy, and service excellence. Through their actions, they remind us of the impact thoughtful service can have-on clients, teams and our workplace culture.
 


Pham Hong Nhung, Team Leader, Transfer Pricing

Ensuring accuracy and quality in high-pressure engagements

“In high-pressure engagements, I focus on implementing a structured quality control process. For example, I created a detailed review checklist covering key transfer pricing components such as functional analysis, financial consistency, and benchmarking. In addition, I clearly communicate the overall scope and expectations to engagement managers and team members at the start of each engagement, so everyone understands the direction of the work. This structured approach helps reduce repeated revisions, improve efficiency, and maintain a high standard of quality despite tight timelines.”

Ensuring client satisfaction through proactive organisation

“To consistently deliver high-quality work, I maintain a detailed job status tracker for all ongoing projects. This tracker records key deadlines, deliverables, responsible team members, and the current status of each engagement. This allows me to monitor progress across multiple projects, prioritise tasks effectively, and ensure that we stay ahead of client deadlines. It also helps me identify potential bottlenecks early and allocate resources accordingly. By staying organised and proactive, I ensure that deliverables are completed efficiently and that client expectations are consistently met or exceeded.”

 

Claire Chia, Associate, Restructuring & Forensics

Managing communication with multiple stakeholders

“In our line of work, we engage with a wide range of stakeholders daily through emails and calls. To manage this effectively, I ensure that all communications are responded to promptly and that any queries are addressed clearly. We also follow established communication protocols for recurring enquiries, which helps maintain consistency and accuracy, especially when liaising with creditors or employees regarding the status of the liquidation process. By upholding clear and consistent communication practices, we are able to build credibility and rapport with stakeholders, fostering the trust that is essential in restructuring and forensics.”

Delivering exceptional service in high-pressure situations

“I have learned that the ability to prioritise effectively and manage my time well is essential when delivering exceptional service in high‑pressure or crisis situations. As we handle multiple cases daily, often under tight deadlines, it is crucial to identify the most urgent tasks to maximise stakeholder impact and allocate my efforts accordingly. This goes hand in hand with consistently documenting the progress of the liquidation process and ensuring internal alignment before any external communication. I also place strong emphasis on minimising errors and actively seeking constructive feedback from my manager, allowing me to learn from each experience and continuously strengthen the quality of my work.”