Who is Your Back Office Hero?

Behind every great advisory firm is a team of operational experts quietly keeping everything running. They are not chasing headlines or client spotlights. They are managing workflows, solving problems, and making sure nothing falls through the cracks. These are the back office heroes. They ensure advisors show up prepared, clients get what they need, and the firm moves forward without missing a beat. This year, we are celebrating the people who power the process with Back Office Hero Day, an annual tradition that recognizes the real MVPs of the wealth management world.

The Impact of Back Office Heroes

In the competitive financial services industry, mistakes or errors can cause ripple effects and drive clients away. A misplaced form, an unprepared advisor, or a cumbersome process can all drive clients away. But organized and accessible information, advisors with personalized recommendations, and smooth processes help a firm grow. Back office professionals are the backbone keeping the system together, ensuring the firm moves in the right direction and that clients get the quality, personalized service they deserve.

Often working behind the scenes, a back office hero helps the firm run smoothly so advisors, front office staff, and other employees can focus on helping clients. These professionals might not always interact directly with clients, but their role directly impacts a client’s experience with the firm. Hubly analyzed more than 600,000 workflows. The overall finding? Back office employees are integral to an advisory firm’s daily operations.

What does a typical day look like for a back office hero? It includes everything from onboarding clients, tracking compliance requirements, gathering and processing documents, and more. A back office hero’s job isn’t easy, especially with many of them navigating multiple systems to get their work done. Their focus is quality and efficiency, and they use their superpowers of organization, collaboration, and innovation to get the job done. With many advisors and firms facing growth challenges, having dedicated employees for processes, workflows, and efficiencies can make all the difference.

Celebrate the Winners

Back office employees often fly under the radar. We want to put them in the spotlight! Meet the 2025 Back Office Hero Winners:

Firm Hero

Jordan Johnson, Operations Associate at Mana Financial Design

Recognized for her ability to leverage technology and streamline processes, Jordan is passionate about improving processes to better her firm and clients. She launched an operations mastermind group that meets monthly to share best practices and brainstorm ideas to improve team support.

Home Office Hero

Cassie Fore-Cadwell, Manager of Business Systems at Ameritas

Cassie coaches others to remove obstacles in achieving operational excellence and demonstrates leadership for improving business processes. She is committed to creating efficiencies that elevate the client experience.

Bruce Lamensdorf, Platform Services Specialist at Cetera

Bruce goes above and beyond to help others and happily shares his operational efficiency expertise with others.

Workflow Wizard

Lisa Brooks, Director of Client Experience at IAS Wealth Management

Known as her firm’s air traffic controller, Lisa is a dedicated Hubly user who has transformed her firm by building measurable, repeatable, and transparent processes. She is a strong collaborator and meets people where they are to scale growth and efficiency.

Employee Hero

Darby Miner, Customer Care Support Specialist at Docupace

A back office hero to other back office heroes, Darby knows the ins and outs of PreciseFP and offers incredible support to teammates and clients. She moves fast and makes a real impact to make things better for everyone around her. She’s also a professional with Hubly too!

Back office professionals aren’t just employees; they’re the unsung heroes powering firm-wide success. At Hubly, we believe these heroes deserve the spotlight, which is why we created Back Office Hero Day to celebrate their impact and elevate their contributions. This year marked the first time we introduced the Workflow Wizard Award, a special recognition for a Hubly power user who has gone above and beyond to build scalable, transparent, and repeatable workflows that transform their firm’s operations.

From onboarding to ongoing service, these systems aren’t just internal improvements. They enhance the client experience and create the capacity needed for firms to grow. Whether you're in operations, client service, or tech enablement, the Workflow Wizard category was designed to recognize the process pros making it all happen behind the scenes.

Want to be in the running next year? Start refining your workflows, tracking your impact, and getting your team aligned around process improvement.

If you're ready to empower your own back office heroes, there's no better time to start. Start your free 30 day trial of Hubly today.

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