Leyla Jafarli
Baku
Summary
Dynamic professional with expertise in talent management and employee engagement. Proven track record in designing impactful learning frameworks and internal communication strategies that drive performance and foster a culture of accountability.
Overview
16
16
years of professional experience
Work History
Head of Talent Management&Internal Communication
Innovation and Digital Development Agency
Baku, Azerbaijan
03.2025 - Current
- Leading the organization’s Talent Management strategy across the employee lifecycle, including workforce planning, succession management, high-potential identification, and leadership pipeline development
- Designing and implementing talent development frameworks, aligning performance management, learning, and career progression with business priorities
- Designing succession planning processes for critical roles, HIPOS and successors ensuring continuity and readiness through structured assessments and development plans
- Designing and leading IDDA Academy
- Working in collaboration with local universities for maintaining brand awareness
- Leading the implementation of L&D processes within the whole organization
- Establishing HR related projects (Intranet, IDDA academy, talent roadmap and etc.)
- Establishing and managing internal communication strategy, ensuring clear, consistent, and engaging messaging aligned with organizational culture and strategic objectives
- Transforming business strategy into targeted internal communication campaigns, supporting change initiatives, leadership messaging, and employee engagement
- Partnering closely with senior leaders to strengthen manager communication capability, enabling transparent dialogue and effective team engagement.
- Monitoring and driving the key initiatives such as talent readiness, internal mobility, engagement, and communication effectiveness, reporting insights and recommendations to executive leadership
Head of Employee Experience and Motivation
Kapitalbank
Baku, Azerbaijan
07.2024 - 03.2025
- Designing and leading the organization’s end-to-end Employee Experience (EX) strategy, covering the full employee lifecycle from onboarding to exit, aligned with business and people priorities
- Building and embeding a culture of engagement, motivation, and accountability
- Leading the design and delivery of employee engagement and motivation programs, including recognition frameworks, wellbeing initiatives, and internal communication campaigns
- Leading employee data and feedback collection processes (engagement surveys, pulse checks, focus groups, stay/exit interviews) to identify experience gaps, prioritize interventions, and track measurable improvements
- Integrating manager capability development into the EX strategy, equipping leaders with tools to motivate teams, give effective feedback, and manage performance empathetically
- Monitoring key EX and motivation indicators (engagement, turnover, absenteeism, eNPS) and reported outcomes with clear recommendations to leadership
- Leading and designing employee benefit packages and recognition programs
Head of Talent Management&Internal Communication
PASHA Insurance
Baku, Azerbaijan
01.2020 - 07.2024
- Organizing and overseeing individual and team training programme
- Organizing programs for Employer Branding
- Planning regular employee performance reviews and feeding back to the business
- Developing and implementing strategies to attract diverse candidates to all areas of the business
- Planning and coordinating of onboarding processes
- Providing inputs and further coordination of HR talent management and Internal communication budgets
- Creating and overseing the implementation of the procedures that support and enhance employee performance as per the company’s objectives
- Establishing a two-way communication channel to receive employee feedback and modify development policies and standards accordingly Gathering and assessing business intelligence and the necessary data to assess employee performance and identify individual and departmental workplace issues and development barriers
- Establishing and presenting employee related surveys (OHI, engagement survey, Internal satisfaction surveys, 360\180 assessments)
- In addition, supervising of Insurance Academy and functioning as Corporate Trainer
- PASHAHub advisory member
Head of Customer Satisfaction Service,QM
PASHA Insurance
Baku, Azerbaijan
01.2017 - 01.2020
- Coordinating Quality Team and processes and Customer Satisfaction Management department
- Revising all policies and procedures in accordance with new trends and requirements within the company as Quality Manager and according to ISO 9001:2015
Quality&Customer Care Management Consultant
PASHA Insurance
Baku, Azerbaijan
11.2016 - 01.2017
- Establishing service level of the company due to the demanded benchmarks
- Controlling, monitoring and evaluating call center, front office and telesales workflow and employees' performance
- Leading customer satisfaction and complaint handling management workflow of the company
- Quality Manager Functions-Preparation and execution of internal audit Keeping under control ISO 9001:2015 QMS documentation
SACC/Training and Information Base Management/Specialist
Azercell
Baku, Azerbaijan
02.2014 - 11.2016
- Preparing, organizing and presenting both soft and functional trainings for internal and external groups
- Soft trainings presented: Time Management, Customer Oriented Service Culture, Customer Service Over the Phone, Customer Service Face-to-face, Negotiation Skills, Customer Service Management (ADA), Journey to Self, Presentation Skills
Customer Care/Call Center Team member
Azercell
Baku, Azerbaijan
09.2009 - 02.2014
- Solving problems of customers and providing them with excellent service
- Periodically executing the duties of the shift responsible and team leader
Education
Executive Education - Human Capital Strategy
Yale School of Management
Online05-2024
Executive Education - Leadership Excellence Program
Bogazici University
Istanbul, Turkey12-2023
Certificate - TMI Certified HR Professional
ATD USA
Online12-2021
Certificate - Certified PPA Practioner
Thomas International
Baku, Azerbaijan11-2021
Certificate - Advanced Professional Certificate in Managing HR
Metropolitan School of Business And Management
Online03-2021
Certificate - ICP-AHR Certification
Netmind
United States12-2020
Certificate - Certified Strategic Manager
IQN Global
United Kingdom01-2020
Professional Development Course - Improvement of Professional Skill,Quality Director
Russian School of Management
Moscow, Russian Federation07-2018
Certificate - QMS Lead Auditor Certification, İSO 9001:2015
IRCA/Bureau Veritas
Baku, Azerbaijan12-2016
Bachelor of Arts - International Affairs
Azerbaijan University of Foreign Languages
Baku, Azerbaijan05-2005
Skills
- Talent management
- Employee engagement
- Learning and development
- Internal communication
- Change management
- Performance management
Languages
Azerbaijani
Native
Native
English
Advanced (C1)
C1
Russian
Proficient (C2)
C2
Turkish
Upper Intermediate (B2)
B2
Timeline
Head of Talent Management&Internal Communication
Innovation and Digital Development Agency
03.2025 - Current
Head of Employee Experience and Motivation
Kapitalbank
07.2024 - 03.2025
Head of Talent Management&Internal Communication
PASHA Insurance
01.2020 - 07.2024
Head of Customer Satisfaction Service,QM
PASHA Insurance
01.2017 - 01.2020
Quality&Customer Care Management Consultant
PASHA Insurance
11.2016 - 01.2017
SACC/Training and Information Base Management/Specialist
Azercell
02.2014 - 11.2016
Customer Care/Call Center Team member
Azercell
09.2009 - 02.2014
Executive Education - Human Capital Strategy
Yale School of Management
Executive Education - Leadership Excellence Program
Bogazici University
Certificate - TMI Certified HR Professional
ATD USA
Certificate - Certified PPA Practioner
Thomas International
Certificate - Advanced Professional Certificate in Managing HR
Metropolitan School of Business And Management
Certificate - ICP-AHR Certification
Netmind
Certificate - Certified Strategic Manager
IQN Global
Professional Development Course - Improvement of Professional Skill,Quality Director
Russian School of Management
Certificate - QMS Lead Auditor Certification, İSO 9001:2015
IRCA/Bureau Veritas
Bachelor of Arts - International Affairs
Azerbaijan University of Foreign Languages