Jyothi Prasad Kondapalli

About Jyothi Prasad Kondapalli

I specialize in Global HR Shared Services and manage high-volume employee support operations across India, APAC, EMEA, and the Americas. I focus on creating seamless, consistent, and scalable HR service delivery grounded in clear processes, strong SLAs, and employee experience.In my current role, I handle 500+ employee cases monthly across multiple HR functions, ensuring timely resolutions, adherence to compliance, and a positive support experience. I work extensively on platforms such as ServiceNow, Workday, Darwin, BSwift, ADP, and MySource, and collaborate closely with COEs, Payroll, Benefits, HRBPs, and IT teams.Key Strengths & Work Areas:• Employee Case Management & Escalations across global regions• SLA/OLA governance, backlog management & quality audits• SOP and Knowledge Base development to drive self-service adoption• Root Cause Analysis & VOC analytics to reduce repeat tickets• Change Management & Enablement for HR policy and system rollouts• Continuous Improvement mindset: streamline workflows, remove friction, enhance service efficiencyMy approach blends empathy + operational discipline + data-backed decision-making. I enjoy designing HR support environments that are simple, transparent, and consistent—while also scalable for future growth.Focus Areas Now: Leveraging AI-assisted HR workflows (Copilot, auto-routing, response optimization) to reduce manual effort and elevate employee experience.

Experience

1. HR Shared Services Specialist

   高通

   Jun 2025 — Present · Hyderabad, IN

   I support and manage end-to-end employee case operations across India, APAC, EMEA, and the Americas, handling 500+ complex HR inquiries per month related to benefits, attendance, payroll deductions, leave, and HR policy interpretation. I ensure timely resolution, SLA compliance, and a frictionless employee experience through strong documentation, clear communication, and data-driven follow-through.Key Contributions & Impact:• Case & Escalation Ownership: Managed multi-region employee HR cases via ServiceNow, Workday, Darwin, BSwift, ADP, and MySource, resolving inquiries with accuracy, clarity, and policy alignment.• SLA & Quality Governance: Monitored case queues, aging, and turnaround performance; ensured high SLA adherence and reduced escalations through proactive follow-up and coaching.• SOP & Knowledge Base Standardization: Updated and created process documentation, FAQs, and KB articles, strengthening self-service adoption and improving first-contact resolution.• Root-Cause & VOC Analysis: Identified recurring case themes; partnered with Payroll, Benefits, HRBPs, and COEs to address systemic gaps and improve process reliability and employee satisfaction.• New Hire Training & Enablement: Facilitated onboarding sessions and mentored new hires, improving ramp-up times and consistency in case handling quality.• Continuous Improvement: Recommended workflow enhancements and automation opportunities to reduce manual effort and improve operational efficiency.Tools: ServiceNow | Workday | Darwin | BSwift | ADP | MySourceRegions Supported: India, APAC, EMEA, Americas

Education

• ISBR Business School

  PGDM, Human Resource Management - International Business

• Andhra University

  Bachelor of Science (BSC), Electronics and Computer Science