Head of Legal, Risk & Dispute Resolution (Fractional)

Commercial Risk, Claims & Disputes Consultant Remote | Contract / Fractional Role Overview We are seeking an experienced Commercial Risk, Claims & Disputes Consultant to support a growing group of companies operating across Australia and the United States. The primary purpose of this role is to take ownership of customer complaints, insurance claims, tribunal matters, commercial disputes and legal administration so that executive management can focus on running the business rather than managing disputes. This is not a traditional legal assistant role. We are looking for a commercially minded individual with strong dispute resolution and claims management experience who can independently manage matters from start to finish. Key Responsibilities Customer Complaints • Receive and manage customer complaints. • Investigate complaints and gather relevant information. • Draft professional responses to customers. • Negotiate resolutions where appropriate. • Escalate significant matters to management when required. • Maintain records of all customer complaints and outcomes. Insurance Claims • Manage insurance claims from lodgement through to settlement. • Review insurer correspondence and requests. • Challenge delays, inconsistencies and unreasonable requests. • Coordinate surveyors, assessors and third-party reports. • Maintain claim files and supporting evidence. • Provide management with regular updates on claim progress. Tribunal Matters • Manage NCAT, ACAT, QCAT, VCAT and similar tribunal matters. • Monitor tribunal deadlines and directions. • Prepare evidence bundles and supporting documentation. • Create timelines and case chronologies. • Draft submissions and correspondence. • Attend tribunal conferences, directions hearings and dispute resolution meetings where permitted. • Coordinate external legal representation where required. Commercial Disputes • Manage commercial disputes involving customers, suppliers and contractors. • Review contracts and supporting documentation. • Draft correspondence relating to disputes. • Assist with settlement negotiations. • Coordinate legal advisers where specialist advice is required. • Track matters through to resolution. Legal Administration • Maintain a central register of all disputes, complaints, claims and legal matters. • Organise contracts, evidence and legal documents. • Ensure all matters are properly documented. • Monitor key dates, deadlines and follow-up actions. • Maintain accurate records of communications and outcomes. Executive Support • Prepare concise executive summaries. • Provide practical recommendations and next steps. • Identify risks and potential exposure. • Recommend strategies to minimise future disputes and claims. • Reduce executive involvement in day-to-day dispute management. Required Experience • Commercial disputes. • Insurance claims management. • Consumer complaints and dispute resolution. • Contract administration. • Case management. • Legal operations or paralegal experience. • Risk management. • Professional business writing. • Evidence collection and file preparation. • Managing multiple matters simultaneously. Highly Desirable Experience • NCAT, ACAT, QCAT, VCAT or similar tribunals. • Insurance recovery and disputed claims. • Construction industry disputes. • Manufacturing industry disputes. • Property-related disputes. • Commercial contract disputes. • Multi-jurisdiction operations. • Supporting businesses operating in Australia and the United States. • Working directly with business owners and executive management. Ideal Candidate • Commercially minded. • Solutions focused. • Highly organised. • Strong attention to detail. • Excellent written communication skills. • Confident communicating with lawyers, insurers and regulators. • Comfortable dealing with difficult stakeholders. • Able to work independently with minimal supervision. • Strong negotiation skills. • Strong problem-solving skills. • Proactive and accountable. Engagement Structure • Remote position. • Flexible contract arrangement. • Workload will vary depending on active matters. • Long-term relationship preferred. • Opportunity to become the central point of contact for all disputes, claims and risk-related matters across multiple businesses. Application Requirements Please provide examples of: • Insurance claims you have personally managed. • Commercial disputes you have personally managed. • Tribunal matters you have personally managed. • Customer complaints you have resolved. • The actions you took. • The outcomes achieved. • Why you believe you are suited to this role.