Faces of DUAL: Meet Natalie Keenan, Operations Director

My name is Natalie Keenan, and I’m the Operations Director for the Transactional Risk team.

The team spans five product lines: Title, W&I, Tax, Contingent Risk and Climate. My role focuses on maintaining operational efficiency across these different lines of business and ensuring that we provide the best outcomes for our insurers and intermediaries.

I started at DUAL 13 and a half years ago as one of the first employees in the Title team. Over that time, we’ve seen a great deal of growth and change. When I joined, I was the Operations Manager and did everything from underwriting and events to bordereaux and systems. That experience stood me in good stead to move into the role of Operations Director for Transactional Risk.

It’s definitely the variety. No two days are ever the same. I really enjoy working with other teams, whether that’s Finance, IS or other areas of the business. Understanding what they do and what they need really helps me in my role and makes me better at what I do.

What are you and your team working on currently?  

The global binder for the Transactional Risk team went live in May, and my team supports all its functions, including bordereaux production and systems. With multiple product lines operating across several jurisdictions, we need to make sure everything runs as effectively as possible and works for everyone, particularly our insurers and intermediaries.

What opportunities does DUAL offer as an employer?  

I think DUAL offers a wide range of opportunities because it is such a large group operating across multiple jurisdictions. For example, some people in our team started in London before moving to Australia, where they now work for the Title team. I think that shows you can really shape your role and take it wherever you want to go.

How important is it to bring young talent into the industry? 

I think it’s really important to bring young talent into the insurance industry because it gives us a fresh perspective and new ways of looking at insurance that we might not have considered. Recently, I arranged work experience for two recent graduates, who have since secured permanent roles within the Group. Seeing their passion for insurance and their determination to secure those roles has been one of the highlights of the past year for me.

How would you describe DUAL in three words?  

Vibrant, evolving and collaborative.

What do you like doing outside of work?  

I have a five-year-old daughter, so I don’t get much free time, but I do love spinning when I get a moment. My daughter has started coming with me too. She can’t take part, but she sits next to me and likes to watch me spin, which I love.