Position Overview

Under the supervision of the Commercial Manager, the Merchant Supervisor will be responsible for overseeing FIB’s merchant network, ensuring effective onboarding, activation, and ongoing support of merchants. The role will focus on driving merchant acquisition, increasing transaction volumes, monitoring performance and ensuring compliance with FIB policies and procedures.

Job Duties

Merchant Management & Business Growth

• Develop and maintain strong relationships with existing merchants while actively recruiting new ones.
• Supervise merchant acquisition activities, ensuring sales teams meet monthly and quarterly targets.
• Conduct market visits to evaluate merchant performance and identify new opportunities for growth.
• Oversee merchant training programs to ensure proper understanding of FIB services, POS/QR usage, and compliance requirements.
• Monitor transaction volumes, unique customer growth, and merchant performance KPIs.
• Handle merchant escalations and complaints, ensuring timely resolution in coordination with relevant departments.

Sales & Performance Monitoring

• Track and report on merchant acquisition, activation, and retention metrics.
• Ensure merchant performance is aligned with commercial KPIs and revenue targets.
• Recommend corrective actions and improvement strategies for underperforming areas.
• Support the introduction of new services to merchants (Payment Gateway, QR Code payments, Installments, Cashback, etc.).

Compliance & Documentation

• Ensure all merchant KYC/KYB documentation is accurate, complete, and compliant with CBI regulations.
• Supervise proper indexing, archiving, and sequencing of all merchant contracts, agreements, and communications.
• Champion adherence to FIB’s policies and procedures across the merchant network. Team Leadership & Development
• Coach, train, and mentor merchant officers/advisors to strengthen their technical and commercial capacity.
• Set performance objectives for the merchant team and conduct periodic performance reviews.
• Encourage a culture of innovation, collaboration, and continuous improvement within the team.

Job Requirements

• Bachelor’s degree in Business Administration, Marketing, Economics, or a related field.
• Minimum 3 years of experience in sales, merchant acquisition, or financial services (preferably in banking, fintech, or payments).
• Data analysis and KPI monitoring abilities.
• Strong networking and relationship management skills.
• Excellent customer service and negotiation skills.
• Data analysis and KPI monitoring abilities.
• Proficiency in Kurdish and Arabic (English is a strong plus).
• Strong command of Microsoft Office (Word, Excel, PowerPoint).
• Understanding of local market dynamics and merchant ecosystem.
• Familiarity with Central Bank of Iraq (CBI) merchant/KYB requirements.