TALENT as a SERVICE

CASE STUDY

Client: Southern Cross Care

Duration: 6 months

Role: Talent Acquisition Transformation

⚠️THE CHALLENGE:

Southern Cross Care, a leading not-for-profit aged care provider, was undergoing major change including the delayed implementation of a new HRM system (Kronos, now UKG), while simultaneously experiencing strain within their internal Talent Acquisition (TA) function.


Their existing ATS (My Recruitment Plus) offered limited functionality and poor visibility, while the internal TA team was under-resourced and lacked experienced leadership.


This led to inconsistent processes, poor candidate experience, and diminishing trust from hiring managers. With high reliance on agency recruitment and a lack of structured systems, the business needed urgent support to rebuild its TA function all while navigating a complex systems transition.

💼THE ROLE:

Teresa was brought in as a Fractional Talent Partner for a six-month engagement to stabilise, restructure, and uplift Southern Cross Care’s TA operations. The role encompassed systems consultation, team development, process design, and interim delivery - ensuring continuity during a time of significant change.

💡THE APPROACH:

  • Led the TA stream of the UKG (Kronos) HRM implementation, replacing My Recruitment Plus with streamlined workflows and automation through the Myhub employee portal.


  • Improved candidate experience by rewriting application forms, refining screening and onboarding communications, and ensuring every touchpoint was clear and consistent.


  • Designed and delivered training for the TA team, including advert writing, inclusive screening, and hiring manager engagement techniques.


  • Restructured and rebuilt the TA team, reducing the existing headcount from four to two, then hiring three new team members: a Head of Talent, a TA Business Partner (Home Care), and a Resourcing/Admin Support role with a future pathway into candidate experience.


  • Partnered with Procurement to review external recruitment agency usage, assess fee structures, and prepare for a supplier renegotiation or formal tender process.


  • Initiated foundational talent pipelining, implementing Expression of Interest (EOI) campaigns, job alert comms, and candidate pooling through LinkedIn Recruiter and Seek Premium Talent Search.


  • Elevated hiring manager engagement by introducing structured check-ins, dashboard reporting, and improved visibility across roles and recruitment progress.

🏆KEY OUTCOMES:


✅ Application conversion increased from 27% to 71% in just three months.


✅ Recruitment workflows fully embedded within UKG (Kronos), using Myhub to digitise, automate and streamline processes.


✅ Revitalised TA team structure and leadership, better aligned to business needs.


✅ Significant uplift in candidate and hiring manager experience, with consistent communications, clear reporting and accountability.


✅ Recruitment agency cost review project launched, targeting reduction of external spend through internal process and capability improvements.


✅ TA function repositioned as a credible, strategic business partner, not just a transactional delivery team.

🗨 CLIENT FEEDBACK:


Teresa delivered clarity, momentum, and meaningful change during a period of major transformation. Her leadership across systems, people and process left us with stronger internal capability, clearer workflows, and greater confidence in our recruitment function.”

General Manager, HR

📋SUMMARY:


This project illustrates the impact of embedding senior TA capability at a critical juncture. By aligning people, process and technology while rebuilding trust across the business. Teresa helped Southern Cross Care transition from a reactive, underperforming function to one with structure, visibility and long-term strategic potential.