Bobbi Muller
Mount Waverley,VIC
Summary
With more than 25 years working across the construction industry, I have built my career through hands-on experience in insurance building, construction operations, warranty management and large-scale project delivery. Over this time, I've worked over a wide variety of projects giving me a practical understanding of how projects, teams and stakeholders work together to deliver great outcomes.
In my current role as Business Operations Manager for a national insurance builder, I lead a team of 30 people across all operational and claims functions. Since moving into the role, I have worked closely with the team to turn around what was a slow-performing region, guiding it to become the highest performing region nationally. This has been achieved by improving processes and, most importantly, building a supportive culture where people feel trusted, capable and motivated to perform at their best.
My leadership style is straightforward and team-focused. I believe strong results come from clear expectations, open communication and supporting teams to do their best work. I have extensive experience managing complex claims, working with insurers and stakeholders and resolving challenging situations.
I'm extremely passionate about improving processes, operations, and developing strong a team culture to achieve optimal outcomes.
Overview
2027
2027
years of professional experience
Work History
BUSINESS OPERATIONS MANAGER - VICTORIA
RCC National
Melbourne, VIC
04.2024 - Current
- Lead business operations for a regional portfolio for a national insurance builder managing 30 direct reports across our region, including project management, project coordination, and operational improvement.
- Successfully turned around a previously low-performing region, achieving #1 nationally across the business.
- Delivered a significant 40% increase in KPI improvements across claim life, claim costs, team productivity, and overall compliance metrics for our clients.
- Developed and implemented process improvements for our team ensuring all KPI's were met and exceeded.
- Implemented structured workflows with all team members to ensure they aligned with our national processes.
- Rebuilt team culture by fostering trust, stability, consistency and setting clear expectations, resulting in greatly improved morale and staff wellbeing.
- Worked closely with our senior leadership team, insurers, internal and external stakeholders ensuring we were aligned with operational objectives across the expectations of all parties.
- Identified inefficiencies within workflows and led further training to team members requiring assistance.
- Led weekly operational meetings with the all team members to identify roadblocks, process improvements and provide positive feedback with our regions individual results.
- Actively participated in monthly scorecard meetings with Insurers.
- Acted as the escalation point for all claims by quickly addressing and resolving all complaints and feedback.
- Recruited, hired, and trained new personnel in line with the company expectations.
- Interacted with team members on a personal level to gain insight into their lives and constraints outside the business to provide support where required.
- Oversaw financial management, ensuring accurate budget forecasting and claim closures.
OPERATIONS & PROJECTS MANAGER
Constructpro
Melbourne, VIC
12.2022 - 11.2024
- Oversaw end-to-end delivery of commercial and residential construction projects, ensuring adherence to budget, program, and quality standards.
- Developed and executed operational strategies reducing costs and shortening project lifecycle by 20%.
- Supported project managers with planning, scheduling, forecasting, and risk mitigation.
- Led and mentored supervisors, project managers, and contractors, driving accountability and delivery excellence.
- Maintained strong site presence to oversee progress, safety, and workmanship.
- Implemented construction methodologies, safety systems, and QA processes aligned with regulatory requirements.
- Provided regular progress reporting to clients and senior stakeholders.
PROJECT OPERATIONS MANAGER
UBS Builder Services
Melbourne, VIC
03.2022 - 11.2022
- Led complex and high-risk insurance warranty claims, including challenging homeowner matters.
- Managed project budgets, subcontractors, cost control, and safety compliance.
- Conducted all internal insurance audits and stakeholder reporting.
- Reviewed and determined claim validity and rectification strategies.
- Recruited, onboarded, and led project coordinators, trades, and project managers.
- Reduced claim cycle times through improved cross-functional coordination.
- Implemented process improvements resulting in a 10% reduction in project duration.
AFTERCARE MANAGER
Beachwood Homes
Melbourne
05.2020 - 02.2022
- Designed and implemented new aftercare claim workflows and processing systems.
- Tracked and reported team KPIs to executive leadership.
- Project managed major rectification works.
- Led weekly workflow and performance meetings.
- Conducted regular SWOT analysis to identify improvement opportunities.
- Successfully led team through COVID-19 transition, implementing effective WFH structures while maintaining performance.
WARRANTY & SERVICE MANAGER
Dennis Family Homes
Melbourne, VIC
04.2016 - 02.2019
- Managed end-to-end warranty operations, including supervisors, coordinators, and trades.
- Controlled warranty budgets and subcontractor cost approvals.
- Led dispute resolution processes with a 100% success rate at DBDRV; no matters escalated to VCAT.
- Analysed defect trends and delivered insights to construction teams to reduce recurring issues.
- Conducted site inspections to assess defect validity and rectification methodology.
- Prepared executive-level reporting on warranty performance.
PROJECT MANAGER / DIRECTOR
Dynamic Projects
Melbourne, VIC
2003 - 2015
- Delivered full lifecycle project management across diverse construction projects.
- Managed budgets, consultants, contractors, variations, and project schedules.
- Led tendering, contractor appointment, and contract administration.
- Coordinated architects, engineers, and service consultants.
- Oversaw defects management and post-completion issue resolution.
- Delivered projects in compliance with statutory approvals and certifications.
Skills
- Business Operations & Performance Management
- National & Regional Team Leadership (30 Direct Reports)
- KPI Design, Tracking & Continuous Improvement
- Insurance Building & Claims Operations
- Construction & Warranty Project Management
- Process Improvement & Operational Turnarounds
- Budget Control & Resource Allocation
- Risk Management & Compliance
- Stakeholder & Client Relationship Management
- Change Leadership & Culture Transformation
- Conflict Resolution & Negotiation
- Coaching, Mentoring & Talent Development
Accomplishments
Degree: Interior Design & Decoration
Diploma: Project Management
Cert 4: Building and Construction
Cert 4: Real Estate
White Card
Timeline
BUSINESS OPERATIONS MANAGER - VICTORIA
RCC National
04.2024 - Current
OPERATIONS & PROJECTS MANAGER
Constructpro
12.2022 - 11.2024
PROJECT OPERATIONS MANAGER
UBS Builder Services
03.2022 - 11.2022
AFTERCARE MANAGER
Beachwood Homes
05.2020 - 02.2022
WARRANTY & SERVICE MANAGER
Dennis Family Homes
04.2016 - 02.2019
PROJECT MANAGER / DIRECTOR
Dynamic Projects
2003 - 2015