Campbell A.

Head of Brokerage Support @Altruist

US

Lead Altruist\'s brokerage support division, overseeing real-time escalations, regulatory adherence, and operational excellence in a dynamic fintech environment. Architected and scaled a 2-tier escalation infrastructure managing higher priority tickets while reducing issue volume and improving resolution velocity.Drive continuous process optimization in collaboration with Product, Risk, Engineering, Compliance, and Customer Operations, resulting in a 30% reduction in critical escalation volume and stronger cross-functional alignment.Lead real-time critical incident management, resolving multiple high-impact events through coordinated executive-level response across multiple operational functions.Developed AI-powered root cause frameworks leveraging ChatGPT, accelerating post-incident analysis and improving RCA clarity by 40%.Build and mentor high-performing support teams through targeted leadership development, succession planning, and promotion pipelines, contributing to organizational scalability.Serve as a key stakeholder on Altruist\'s Enterprise Risk Committee, providing risk oversight, operational insights, and cross-functional governance alignment.Partner closely with Customer Success, Compliance, Technology, and Executive Leadership to ensure seamless communication, enhance client experience, and proactively address complex operational and regulatory challenges.Monitor and optimize performance metrics (KPIs/SLAs), aligning support delivery with strategic business goals and growth initiatives.