Managed Services that hit targets. Not headcount.
Deploy a Treba-run delivery team in Nairobi with SLA-backed performance, QA, and reporting—so you get predictable outcomes without hiring, training, or managing daily work.
Overview
What Are Managed Services?
Managed Services is an outsourcing model where Treba takes full operational responsibility for a defined workflow. Treba hires, trains, and manages the delivery team in Nairobi — including daily task allocation, quality assurance, and performance reporting — against SLA-backed KPIs agreed with the client.
The UK client defines the targets and receives outcomes; Treba owns everything between brief and delivery.
Key facts
The operational facts behind Treba's Managed Services.
Everything UK operations teams need to know before engaging.
Engagement model
Managed Services — Treba manages delivery, QA, and reporting
Billing
Unit pricing — per hour, per ticket, or per item. Scales with volume.
SLA structure
KPIs defined during discovery. Measured weekly. Penalties/bonuses available.
QA method
Scorecard-based. Random sampling at 10–20% of output. Calibration sessions weekly.
Reporting
Weekly performance pack: volumes processed, SLA attainment, QA scores, backlog risk
Team structure
Operators + QA layer + dedicated Team Lead. Account Manager for governance.
Deployment timeline
4 weeks from signed agreement to go-live
Surge capacity
Additional staff deployed within 48–72 hours for planned volume spikes
Retention rate
96% across all active managed engagements
Data transfer
International Data Transfer Agreement (IDTA) under UK GDPR
Security controls
ISO 27001-aligned — biometric office, CCTV, no personal devices
Contract terms
Monthly rolling after initial 3-month pilot. Volume-based pricing adjusts quarterly.
5-person UK team
Fully loaded employment cost
The problem
The Real Cost of Running Operations In-House
A five-person UK customer support team costs approximately £303,000 per year in fully loaded employment costs: salaries, 13.8% employer NI, pension contributions, office space, equipment, recruitment fees, training, and QA infrastructure.
But the invoice is only half the problem. Your Operations Director is spending 15–20 hours per week on shift scheduling, leave cover, QA reviews, coaching, and performance management — senior leadership time consumed by operational throughput, not strategy.
Capabilities
What Treba's Managed Services Teams Deliver
Fully managed workflows with QA, reporting, and governance built in.
Customer Support Operations
Omnichannel ticket handling across email, live chat, and voice. Zendesk, Intercom, Freshdesk, and Salesforce Service Cloud.
Back-Office Operations
Invoice verification, data entry, reconciliation, document processing, and queue management. Xero, Sage, SAP, or tailored platforms.
AI Data Operations
Data labelling, human-in-the-loop validation, transcription QA, and dataset cleanup. Labelbox, Scale AI, Prodigy, and custom pipelines.
Trust, Safety & Moderation
Policy-based content review, marketplace safety queues, fraud signal triage, and incident escalation against defined SLAs.
Quality Assurance Layer
QA scorecards, random sampling (10–20%), weekly calibration sessions, coaching notes, defect analysis, and trend reporting.
Reporting & Governance
Weekly performance pack: volumes, SLA attainment, QA scores by operator, backlog risk. Monthly business reviews available.
Responsibility split
We Run the Operation. You Own the Outcomes.
Everything operational is Treba's responsibility. You focus on strategy and growth.
Treba owns
Delivery & Operations
You get
Outcomes & Control
Standard inclusions
What a Managed Services Engagement Includes
Every managed engagement delivers the following as standard — these are not add-ons.
Economics
UK vs Treba: What your operations team actually costs.
Adjust the team size. See total costs — no hidden fees on either side.
UK In-House
£0/yr
Treba Managed
£0/yr
Includes salary, office, equipment, QA layer, Team Lead, Account Manager, and compliance.
UK loaded cost = £35k salary (ONS ASHE 2024) + 13.8% NI + 3% pension + £6k office/equipment + £7k recruitment + £5k management + £2k training per person. Treba cost illustrative based on Operations tier + QA/management layers.
Per-role comparison
UK loaded cost vs Treba Managed Services.
Fully loaded comparison — Treba cost includes salary, Nairobi office, equipment, IT infrastructure, QA, and full compliance. No hidden fees.
Remote from Nairobi
Audio Transcriptionist
Pre-vetted · Interview in 48hrs · Start in 7 days
UK Cost
£38,592
Treba Cost
£8,400/yr
You Save
£30,192/yr
Why Nairobi
Not Just Cost — Structural Fit
Treba runs managed operations exclusively from Nairobi because the structural alignment with UK operational requirements is unusually strong.
Timezone
GMT+3 — 6+ hours of shared UK business hours. Customer support, back-office processing, and data operations run synchronously with London.
Timezone overlapEnglish Proficiency
English is an official language and the medium of instruction across Kenyan universities. Commonwealth education system.
Talent qualityAccounting & Legal Alignment
IFRS standards, ACCA qualifications, and a Common Law legal system that descends from English law. Financial operations translate without retraining.
Financial & Legal ServicesTalent Density
Nairobi produces 50,000+ university graduates annually. Strong concentrations in business, finance, IT, and communications.
Why KenyaPhysical Infrastructure
Treba's Westlands office: biometric access, CCTV monitoring, dual fibre ISPs, backup generators, no personal devices. 99.9% uptime SLA available.
Physical securityIs it right for you?
When Managed Services Is the Right Model
Two models serve different needs. See the full comparison →
We manage
Choose Managed Services if you…
Have defined processes
Your workflows are documented. You know what good looks like. You need someone to execute consistently at scale.
Want outcomes, not headcount
You care about SLA attainment, not managing individual contributors. You want to buy results, not time.
Need to scale fast
You need 5–50 people delivering within weeks, not months. UK recruitment pipelines cannot keep up.
Need QA and reporting included
You do not want to build a QA function. You want error rates tracked, operators coached, and performance data delivered weekly.
You manage
Choose EOR if you…
Want direct control of daily priorities and task assignment
Are building core team capability long-term
Want people embedded in your Slack/Teams as an extension of your UK staff
Prefer a fixed monthly fee per person rather than unit pricing
How it works
How Managed Services Onboarding Works
4 weeks from signed agreement to go-live — including SLA design, team assembly, and The Nest.
Discovery — Week 1
Map the workflow: inputs, outputs, exceptions, and definitions of done. Define SLAs, KPIs, QA method, escalation rules, and team structure.
Team Assembly — Week 2
Treba selects operators from the pre-vetted talent pool. Client approves every hire. Team Lead assigned. QA analyst allocated.
Tech & Compliance — Week 2–3
IDTA and DPA executed. VPN/VDI configured to client specifications. Tools integrated (Zendesk, Slack, client CRM, etc.). Equipment provisioned.
The Nest — Week 3–4
Treba's 2-week embedded training programme. The team trains on your SOPs, tools, and quality standards. QA scorecards built. Calibration sessions run. Performance benchmarks set.
Go Live — Week 4
Team operational. SLAs active. Weekly QA reporting begins. Account Manager governance cadence starts.
Legal structure
How Treba's Managed Services Structure Protects Your UK Entity
All team members are employed by Treba Kenya Ltd. There is no co-employment relationship between your UK entity and any member of the delivery team. Your UK company contracts with Treba Ltd (England & Wales, #17014197) for service delivery against defined SLAs.
Employment Liability
Treba Kenya Ltd carries all employment liability. No co-employment risk for your UK entity.
Data Protection
IDTA executed under UK GDPR for every engagement. DPA per client. Kenya's Data Protection Act 2019 provides additional safeguards.
IP Ownership
All work product is work-for-hire under English law. IP assignment clauses in every contract.
Physical Security
Biometric office access, CCTV, no personal devices, USB-disabled workstations, network segmentation.
Information Security
ISO 27001-aligned controls. VPN/VDI connections. No client data stored on local machines.
Regulatory Awareness
Operators trained on FCA, AML, SRA, ACCA, or CQC requirements as applicable to the engagement.
Security & compliance
Security & Compliance Infrastructure
The controls behind every managed engagement.
UK GDPR & Data Transfer
All data transfers governed by IDTA under UK GDPR. DPA executed per client. Kenya's Data Protection Act 2019 administered by the ODPC.
Physical Security
Biometric-controlled office in Westlands, Nairobi. CCTV monitoring. No personal devices. USB ports disabled. Clean desk policy.
Staff Vetting
98% applicant rejection rate. Background checks (DCI Certificate of Good Conduct), skills assessments, and structured interviews.
Information Security
ISO 27001-aligned controls. Network segmentation. Encrypted VPN/VDI connections. No client data stored on local machines.
FAQ
Managed Services Questions UK Companies Ask
Stop Managing the Queue. Start Owning the Outcome.
Define your KPIs. We build the team, run the operation, and report weekly. From £90,000/yr for a 5-person managed team. 4 weeks to go-live.