They may not wear capes and have theme songs, but most wealth management firms know the impact of a back office hero. These employees often work behind the scenes to support the firm, provide a high-quality client experience, and find opportunities to boost efficiency and scale.
Back office heroes make it possible for advisors to do their jobs and build a solid reputation for the firm. Without these heroes, the firm wouldn’t be able to reach its full potential.
Does that sound like someone you work with? Let’s honor this year’s back office heroes who keep firms running smoothly.
What Is a Back Office Hero?
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.
Meet the 2025 Back Office Heroes
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 heroes making it possible for wealth management firms to succeed. Supporting back office heroes of all kinds is the key to keeping them happy, productive, and unleashed to provide the best results for the firm.
Docupace offers solutions to improve back office operations and support back office heroes. Click here to schedule a discovery call.
