1. GoHighLevel CRM Operations & AI Agents:

- Own all GHL pipelines, triggers, custom fields, smart lists, and automation end-to-end - from lead routing to case closure.

- Maintain the AI Agent knowledge base: product FAQs, qualification decision trees, objection scripts, and escalation triggers. Benchmark: AI Agent should handle first-contact qualification and contain 40 - 60% of inbound volume before human handoff. Constant feedback of GHL CRM to Product team for improvements.

- Configure and tune AI Agent handoff logic - what context is passed to the human agent, at what signal, and in what format.

- Run a weekly GHL audit: broken triggers, stale leads, missing close reasons, tagging hygiene. Publish a change log.

- Maintain a real-time pipeline health dashboard: lead velocity, AI containment rate, stage conversion, SLA breaches.

2. Sales & Credit Coaching:

- Run a daily 15-minute team huddle: pipeline review, one coaching observation, one playbook reminder. Identify the top three workflow or coaching bottlenecks each week; present a fixed plan with a timeline to the Head of Digital Sales.

- Analyze the end-to-end customer journey to identify friction points, drop-offs, delays, and opportunities for automation, simplification, and improved customer satisfaction.

- Build and own the consultative selling playbook for each pipeline stage - discovery questions, needs diagnosis scripts, objection handling, transition phrases. Modeled on the training module approach developed internally.

- Shadow two to three live calls/WA consultations per week; return structured written feedback within 24 hours.

- Manage individual agent scorecards: conversion rate by stage, follow-up rate, pipeline aging, document completion rate. Identify underperformers early and propose remediation with the Head of Digital Sales.

- Own Consultation form to the In-Principle Approval (IPA) stage: trigger onboarding sequences, handle service queries from customers who have filled consultation forms and application forms, and build a scalable team to manage the pipeline.

- Onboard new sales and credit underwriting folks onto GHL, the playbook, underwriting rules and FLIN's product and compliance basics within their first week.

3. Document Workflow, Credit Coordination & Guidance:

- Design and operate a stage-gated document follow-up workflow: automated WA reminders at Docs Requested - 48 hr - 72 hr - manager escalation. Target: close the 30 - 60% SEA fintech doc-stage drop-off gap.

- Own the credit liaison cadence: daily case-status sync with the credit team, shared tracker for stuck cases with reason codes (missing document, income verification, employer verification, policy exception), and 48-hour SLA for credit to update notes.

- Draft and maintain WA message templates for all common document gaps: KTP, NPWP, slip gaji, SK kerja, rekening koran.

- Maintain a live "case blocker" log visible to sales, credit, and Head of Digital Sales. Lead the unresolved blockers with the Credit team and give structured guidance to approve the case within risk tolerance levels.

- Coordinate with the Product team when a recurring blocker signals a process or platform gap rather than a case-level issue.

4. Reporting & Performance Analytics:

- Publish a weekly CRM health report covering: lead response SLA compliance, AI Agent containment rate, stage-by-stage conversion, document completion rate, credit case TAT, and post-approval CS metrics.

- Track and report against lending-industry KPIs benchmarked against peers: lead-to-consultation conversion (target: industry norm 40 - 70% first-disbursement from approved), document stage drop-off (target: