Build process through to settlement. The longest-running process by far — global support team manages roughly 250 files per person, sending monthly updates to customers across Deposit/Finance → Construction → Communication → Issue/Red Flag → EOI Received → contract states → HSL Land Settled (or OTP) → Closed Won. Settlement Opp HSL vs Settlement Opp OTP split based on property type.
Everything that's already documented in Confluence for this department, surfaced for the discovery session itself. Each section below mirrors the structure of the section page in the source (and the consolidated cross-department doc) but filtered to just this team's scope.
Four stages plus dense customer-comms detail. This is where customer engagement runs longest (weeks to months) and where the build process is tracked through to handover.
| Role | Name | Notes |
|---|---|---|
| National Manager - Operational Excellence | Tehanni Crisara | |
| Post Purchase Services Team Leader - Finance and Settlements | Shai O'Neil | |
| Post Purchase Services Team Leader - Finance and Settlements | Natalie Ravaneschi | |
| Post Purchase Services Coordinator - Finance and Settlements | Tamica Ferdinands | |
| Post Purchase Services Coordinator - Finance and Settlements | Asha Carroll | |
| Post Purchase Services Coordinator - Finance and Settlements | Teale Collison | |
| Post Purchase Services Coordinator - Finance and Settlements | Rachel Sawyer | |
| Post Purchase Services Coordinator - Finance and Settlements | Gigi Hunt | |
| Post Purchase Services Team Assistant - Finance and Settlements | Michaella Serrano | |
| Post Purchase Services Team Assistant - Finance and Settlements | Eliza Aratia |
10 role(s) documented.
Yellow MUST HAVE pills mark items targeted for Stage 1 Mission Migrate. Nice-to-haves can land in Stage 2 or behind a feature flag.
| Requirement / user story | Importance | Notes |
|---|---|---|
| Call Logging When any call is made through aircall, it must be linked to the record | MUST HAVE | |
| SMS Logging When any SMS is sent to a client, it must be linked to the record | MUST HAVE | |
| Milestone Call and Email Updating When a milestone call is made or milestone email is sent, then update a field to let us know the date in which the touchpoint was completed | Nice to have | Same as Point X below |
| Client Relationship Notes We currently copy the FORD notes from the master opp into this field, it would be good on creation if those fields mapped directly to the client relationship notes | MUST HAVE | Similar reqt as below. ability to carry forward some info into settlement opp from master opp. |
| DC Name We currently copy the DC name from the master opp to the settlement opp, can this be automatically mapped upon creation of the settlement opp | MUST HAVE | Similar reqt as above |
| Master Opp Type We currently copy the Type from the master opp to the settlement opp, can this be automatically mapped upon creation of the settlement opp | MUST HAVE | Similar reqt as above |
| Investment Journey Steps In this field, we list the unique steps each record must take depending on the title status and property type, could we have this as an automated list in Hubspot so they team just tick the ones that apply to this record | Nice to have | intuitive and used for guidance. There is a master list and every settlement opp has subset of list. Its like jobs to be done. |
| Days From Original Title Date This is a counter field that counts how many days from Original Title Date | MUST HAVE | |
| Client Last Monthly Update If a title update template is sent to a client, could this date update automatically to the date of the email send | Nice to have | Same as Point X above |
| Build Deposit Receipt Saved Alert when H&L Build Deposit Paid Date is true and Build Deposit Receipt Saved is blank after 7 days | MUST HAVE | Reminder after 7 days for pp cordinator |
| All Deposits Paid Date Update this to TODAY when H&L Land Deposit Paid Date and H&L Build Deposit Paid Date or OTP Deposit Paid Date are marked to true. | MUST HAVE | the All deposit paid date is based on the actual 'last' date which was entered between H&L Land Deposit Paid Date and H&L Build Deposit Paid Date. Or just match OTP Deposit Paid Date to All deposit paid date in case of OTP. |
| NEW Saleswon Stage Date Update this to TODAY when all deposits paid is true | MUST HAVE | |
| All building stages Send alert to post purchase coordinator if date is true but receipt saved is blank after 7 days | MUST HAVE | Reminder after 7 days for pp cordinato |
| Handover Date Send alert to post purchase coordinator if practical completion is true (H&L) or actual settlement date is true (OTP) and handover date is blank after 2 weeks | MUST HAVE |
14 requirements · 11 MUST HAVE.
Department-specific fields are inline. Fields living on the cross-department reference pages (Leads Fields, Opportunity Fields, Property Stock Fields) are filtered to those flagged "Needed by this department" in the source — expand the relevant block.
| # | SF Object | HS Object | Section | Field name | Data type | Why / notes | Options |
|---|---|---|---|---|---|---|---|
| 1 | Package/Contract Price | Currency | Mapped from Property Stock | ||||
| 2 | H&L Land Price | Currency | Mapped from Property Stock | ||||
| 3 | H&L Build Price | Currency | Mapped from Property Stock | ||||
| 4 | Property Stock | Text | Mapped from Property Stock | ||||
| 5 | Property Report URL | URL | Mapped from Property Stock | ||||
| 6 | Title Status | Picklist | Mapped from Property Stock | ||||
| 7 | Original Title Date | Date | Mapped from Property Stock | ||||
| 8 | Forecast Title Extension Date | Date | Mapped from Property Stock | ||||
| 9 | OTP Deposit Amount | Currency | Mapped from Property Stock | ||||
| 10 | H&L Land Deposit Amount | Currency | Mapped from Property Stock | ||||
| 11 | H&L Build Deposit Amount | Currency | Mapped from Property Stock | ||||
| 12 | State | Picklist | Mapped from Property Stock | ||||
| 13 | Distributor | Picklist | Mapped from Property Stock | ||||
| 14 | Land supplier | Picklist | Mapped from Property Stock |
Each rule needs a HubSpot decision: keep as a property validation, replace with workflow, replace with required-field, or drop.
No Salesforce validation rules are tagged to this department in the source.
No reports/dashboards documented in source for this department.
| Application | Used by / purpose |
|---|---|
| Gong | All team |
| Gmail | All team |
| Object | Who | Create | Read | Update | Delete | View All | Notes |
|---|---|---|---|---|---|---|---|
| Lead | All Post Purchase Services Team | Not required | |||||
| Customer Account | Post Purchase Services Team Leader/Manager | x | x | x | |||
| Customer Account | Post Purchase Services Team | x | x | View all of their assigned clients | |||
| Opportunity | Post Purchase Services Team Leader/Manager | x | x | x | x | ||
| Opportunity | Post Purchase Services Team | x | x | x | View all of their assigned clients | ||
| Report | Post Purchase Services Team Leader/Manager | x | x | x | x | ||
| Report | Post Purchase Services Team | x | x | ||||
| Dashboard | Post Purchase Services Team Leader/Manager | x | x | x | x | x | |
| Dashboard | Post Purchase Services Team | x | x | View whatever is required in their dashboard |
No open actions captured for this department.
No items explicitly flagged out-of-scope for Stage 1 in this department.
No parking-lot items captured for this department.
No supporting documents linked from the source pages.
| Tranche | Position | Department | |
|---|---|---|---|
| Sales-side · Tranche 1 | 1/5 | Property Education Consultants (PEX) | View → |
| Sales-side · Tranche 1 | 2/5 | Discovery Team | View → |
| Sales-side · Tranche 1 | 3/5 | Wealth Planning (PWP) | View → |
| Sales-side · Tranche 1 | 4/5 | Finalliance (Finance + Broker) | View → |
| Sales-side · Tranche 1 | 5/5 | Acquisitions | View → |
| Back-office · Tranche 2 | 1/4 | Contracts | View → |
| Back-office · Tranche 2 | 2/4 | Settlement | You are here |
| Back-office · Tranche 2 | 3/4 | Accounts | View → |
| Back-office · Tranche 2 | 4/4 | Membership (+ Aircall) | View → |