Overview

BTVK Advisory is a leading advisory firm whose specialized professionals guide clients through an ever-changing business world, helping them win now and anticipate tomorrow. BTVK Advisory, and its affiliated entities, have operations in North America, South America, Europe, Asia, and Australia. BTVK Advisory’s ultimate parent entity, Baker Tilly US, LLP, is an independent member of Baker Tilly International, a worldwide network of independent accounting and business advisory firms in 141 territories, with 43,000 professionals and a combined worldwide revenue of $5.2 billion.

 
Baker Tilly is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability or protected veteran status, gender identity, sexual orientation, or any other legally protected basis, in accordance with applicable federal, state or local law.

To be added to all ET through Experienced requisitions Any unsolicited resumes submitted through our website or to Baker Tilly Advisory Group, LP, employee e-mail accounts are considered property of Baker Tilly Advisory Group, LP, and are not subject to payment of agency fees. In order to be an authorized recruitment agency ("search firm") for Baker Tilly Advisory Group, LP, there must be a formal written agreement in place and the agency must be invited, by Baker Tilly's Talent Attraction team, to submit candidates for review via our applicant tracking system.

Job Description:

 

Responsibilities

• Directly manage ABS and Sr. ABPs – GEMS, providing regular coaching, feedback, performance management, and development support. Set clear expectations for performance, quality, productivity, responsiveness, collaboration, and adherence to GEMS standards. 

• Oversee onboarding, training, cross-training, and buddy/mentoring activities to build team capability and readiness for expanded responsibilities. Monitor individual and team performance, identify development or capability gaps, and implement appropriate coaching and improvement actions. 

• Oversee day-to-day delivery of administrative support from the GEMS Service Catalog, ensuring work is completed accurately, consistently, and within established service expectations. Actively participate in the FIFO queue and handle administrative support requests alongside the team, balancing direct service delivery with people leadership and operational responsibilities. 

• Monitor FIFO queues, workload, service levels, productivity, and quality to identify and proactively address delays, backlogs, or performance concerns. Make day-to-day decisions regarding work prioritization, coverage, and workload allocation based on service demand. 

• Ensure the India GEMS team consistently follows the GEMS Service Catalog, SOPs, established processes, and service standards. Oversee the maintenance of accurate and current SOPs, process documentation, and team knowledge resources. 

• Identify recurring process issues, gaps, or inefficiencies and recommend practical improvements to strengthen service delivery. Implement approved process improvements and monitor team adoption and effectiveness. 

• Maintain strong working relationships with GEMS leaders, GEMS Managers, administrative teams, and other key partners to support effective service delivery. Serve as the first point of escalation for service delivery and operational issues involving the India GEMS team. 

• Monitor workload, demand, and staffing trends to anticipate capacity and coverage needs and raise recommendations with the GEMS Leader. Manage team capacity, coverage, schedules, and workload distribution to support day-to-day service requirements. 

• Identify opportunities to improve team efficiency, quality, consistency, and the overall client experience. Support implementation of approved GEMS initiatives and process changes within the India team, ensuring effective communication, team readiness, and adoption.

Qualifications

• Bachelor’s degree preferred.

• Minimum 6 years of prior related work experience required.

• Proven ability to lead and optimize queue-based, FIFO service delivery models at scale.

• Strong capability to directly manage Supervisors, coach leaders of others, and build high-performing teams.

• Ability to translate Core Administrative Solutions strategy into practical, scalable day-to-day execution.

• Expertise in reviewing, updating, and governing Service Catalogs and SOPs to ensure relevance, consistency, and compliance.

• Ability to build and maintain enterprise-wide relationships and influence stakeholders while balancing standardized service delivery with operational discipline.

• Demonstrated analytical and critical thinking skills, including the ability to analyze service metrics, workload trends, and capacity data to inform staffing, prioritization, and operational decisions.

• Demonstrated judgment in managing escalations, identifying systemic risks, and communicating effectively with senior leaders. Manager - GEMS